Zhongxin Finance, January 28. On the 28th, the China Consumers Association released the "2021 Analysis of Complaints Accepted by the National Consumers Association".
Regarding the new difficulties in rights protection caused by smart consumption, and the problem that smart customer service is not "smart", the China Consumers Association said that merchants cannot be "manual" before sales and "smart" after sales.
The China Consumers Association said that with the development of artificial intelligence, big data and other technologies, some companies have launched intelligent customer service in order to reduce costs, instead of manual customer service, but intelligent customer service has also led to new consumer disputes.
According to reports, the main problems of consumer complaints are:
First, the intelligent customer service cannot actually solve the problem, and the answer is irrelevant or repeated.
The second is to only provide intelligent customer service, not human customer service. For example, if the intelligent equipment such as shared charging treasure and beverage vending machine fails, it is impossible to contact human customer service in a timely and effective manner.
Third, it is difficult to connect intelligent customer service to manual customer service, the queue is long, and consumers are forced to communicate online.
Fourth, the entrance of intelligent customer service is hidden, difficult to find, or complicated to operate, which is not friendly to elderly consumers.
The China Consumers Association said that intelligent customer service is the product of technological progress. While using technological means to reduce repetitive labor and improve service popularity, operators should also focus on effective communication with consumers and effectively solve consumer problems.
Consumers have the right to know the real situation of the products purchased or used or the services received.
Providing after-sales service is the legal obligation of operators, and operators should provide convenient communication methods to facilitate consumers to communicate with them and listen to consumers' opinions on the goods or services they provide.
It cannot be "artificial" before sales, "intelligent" after sales, and even under the guise of intelligent customer service, intentionally create communication barriers, prevent consumers from contacting operators, and refuse to assume due obligations and responsibilities.
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