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Ipsos
Innovation & Knowledge : Customer Experience
全力投入 AI 人工智慧?如何確保顧客始終處於中心地位?
全力投入 AI 人工智慧?如何確保顧客始終處於中心地位?
Technology & Telecoms
你的企業正在使用 AI 人工智慧處理客服問題嗎?經調查,88%的人仍希望能與真人客服互動。本文將剖析顧客在面對AI客服機器人時,所重視的 4 大原則,協助企業檢視 AI 的使用狀況。
18 September 2023
Artificial Intelligence (AI)
人工智慧
顧客體驗
科技
產品測試
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關鍵發現
許多急於投資 AI 人工智慧的企業往往想要一個可以解決所有顧客體驗問題的一站式方案。
為了實現 AI 的全部價值,企業必須將顧客體驗擺在執行優先事項的最前端。
與人類的互動仍重要:
在需要客服協助時,儘管 68% 的人曾使用過自動回覆的客服機器人,仍有88% 的人偏好與真人溝通。