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集思录｜“一键转人工”应成硬性服务底线_我的网站

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一 | 很多消费者有这样的经历，网购出了问题想退货，翻遍App都找不到人工客服入口；对着AI客服发送“转人工”，它却只会循环回复“我理解您的心情”。9月1日起，我国首个聚焦人工客服与智能客服协同机制的国家标准《顾客联络服务人工与智能客户服务协同要求》将落地实施。（据央视新闻8月22日报道）凭借全天候响应、低成本运维的优势，AI客服已全面融入电商、出行、通信等各类生活服务场景，既帮助企业降本增效，也为消费者带来了便捷高效的基础服务体验。

二 | 然而，一些短板也随之凸显。今年上半年，售后服务问题占全国消协组织受理投诉的26.79%，其中AI客服应用场景随意扩大、虚假承诺和人工接入困难问题尤为突出，给消费者造成很大困扰。 WASHINGTON -- President Joe Biden postponed a trip to Colorado on Monday to stay in Washington and focus on the growing conflict in the Middle East, setting aside an opportunity to pitch his economic accomplishments as he runs for reelection.Biden had been heading to the district of Rep. Lauren Boebert, where he was to visit CS Wind, the world's largest facility for wind tower manufacturing. But the White House said just a few hours before Biden was set to take off for the trip that it would be rescheduled. Instead, Biden is expected to hold a series of high-level meetings with aides on Israel and the growing humanitarian concerns in Gaza. The Democratic president is weighing a decision to visit the region in what would be a striking symbol of support for Israel following the Oct. 7 attack by Hamas that killed more than 1,400 Israelis. More than 2,300 Palestinians have died in the ensuing Israeli bombardment of Gaza, which is bracing for a ground invasion. At least 30 U.S. citizens have also died, and 13 remain missing, the State Department says.It’s rare for presidential travel, which is meticulously planned for security and logistical purposes, to be called off at the last minute. Biden's decision reflects the competing pressure that he faces as he tries to manage bloody conflicts in Ukraine, where the Russian invasion is in its second year, and now the Middle East, always one of the world's most combustible regions. There are concerns that a second front could open in Israel's north, which neighbors the Hezbollah-controlled territory in Lebanon's south. There have already been reports of sporadic fighting along the border. Iran backs both Hamas and Hezbollah. Two U.S. aircraft carrier strike groups have been dispatched to the Eastern Mediterranean in an effort to deter a widening war.Domestic and foreign policy priorities have collided for Biden before.He was scheduled to visit Papua New Guinea and Australia after attending the Group of Seven meeting in Japan earlier this year, but the two stops were scrubbed because of the standoff over the debt ceiling back in Washington. Rather than deepening ties with countries in the Indo-Pacific region, Biden jetted home to hash out a deal with Republicans to prevent a first-ever default. The change in Monday's schedule costs Biden a chance to turn Boebert into a political foil as he showcases the Inflation Reduction Act, his signature domestic legislation and the source of hundreds of billions of dollars for clean energy incentives.Boebert has called the law “a massive failure” that “needs to be repealed.” But Biden was planning to demonstrate otherwise when he visits CS Wind in the town of Pueblo. The company is undergoing a $200 million expansion that is expected to create 850 jobs by 2026 with help from the tax benefits in the law.Pueblo is one of the anchors of Colorado's sprawling 3rd Congressional District, which covers more ground than Pennsylvania. Boebert won her seat in 2020 and barely held on to it during the 2022 midterms. There's maximum chaos in Congress right now for House Republicans, who ousted Rep. Kevin McCarthy of California as their speaker but have been unable to settle on a replacement. Rep. Jim Jordan of Ohio, a prominent ally of Donald Trump, is the current leading candidate to replace McCarthy, but victory for him is uncertain. Despite low unemployment and slowing inflation, Biden has been struggling to convince Americans that his policies are good for the U.S. economy.An August poll from The Associated Press-NORC Center for Public Affairs Research said just 36% of U.S. adults approve of Biden's handling of the economy, roughly where his numbers have stood for a year and a half. The president and other top administration officials have been traveling the country to promote their Investing in America agenda. Last week, the president visited a marine terminal in Philadelphia, where he announced that the area would become one of seven regional hubs for producing and delivering hydrogen fuel.“I truly believe this country is about to take off," Biden said. "For the first time in a long time we’re actually investing in America.”。这些问题的背后，是企业过度压缩服务成本的短视行为。

三 | 有的刻意让AI客服跟用户兜圈子，消耗用户的精力和耐心；有的在AI客服作出虚假承诺后，以“算法生成”为由推卸责任。本应作为沟通桥梁的AI客服，反而成了阻碍沟通的围墙，损害消费者合法权益，也透支企业信誉。这些问题之所以产生，很重要的一个原因就是缺乏相关的统一规范。此次新国标精准填补了行业规范空白，明确规定当用户需人工介入时，要能顺利找到人工客服：入口要清晰，不能层层隐藏；分工要科学，简单的问题交给AI，复杂的纠纷及时交给人工；做好人机的切换，达到条件系统要自动流转到人工。新国标落地后，将成为相关部门监管的重要参照，为行业划定了服务底线，引导企业平衡降本与服务质量，推动客服体系转向人机合理分工、协同运作。AI客服无法完全替代有温度、有思考的人工服务。复杂的消费纠纷、棘手的维权诉求，终究需要人工客服介入妥善解决。