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新华社批惹人烦的智能客服:绕圈圈、冷冰冰、挡箭牌

2019年10月22日 08:39  新华社  作 者:何欣荣、杨有宗、王默玲

XINHUASHESHANGHAI10YUE21RIDIANTI:RAOQUANQUAN、LENGBINGBING、DANGJIANPAI——BUFENBU“ZOUXIN”DEZHINENGKEFURERENFAN

XINHUASHEJIZHE HEXINRONG、YANGYOUZONG、WANGMOLING

“QINGZHIJIESHUOCHUNINYAOBANLIDEYEWU。”BODABUFENYINXINGKEFUDIANHUASHI,YONGHUJINGCHANGTINGDAOZHEIYANGYIJUTISHI。DANGQIAN,YUNYONGYUYINSHIBIEDENGJISHUDEZHINENGKEFUYICHENGWEIYINXINGHEDIANSHANGPINGTAIDE“BIAOPEI”,DANJIZHECAIFANGFAXIAN,HENDUOKANQILAIGAOXIAODEZHINENGKEFU,“DAFEISUOWEN”SHICHANGJIANXIANXIANG,YONGHUTIYANCANCHABUQI。

ZHUANJIABIAOSHI,KEFUZHINENGHUAKEYIJIANGDIRENGONGCHENGBEN,DANTISHENGXIAOLVBUNENGNAYONGHUDANG“XIAOBAISHU”ZUOSHIYAN。WEILAI,XIANGGUANXINGYEYINGJINYIBUTANSUORENGONGKEFUHEZHINENGKEFUXIANGJIEHE,JIYONGHUTIGONGGENGHAODEFUWUTIYAN。

(XIAOBIAOTI)“TINGBUDONGRENHUA”DEZHINENGKEFU XUETOUDAYUSHIZHI

BODAZHAOSHANGYINXINGKEFUREXIAN,DIANHUANEITOUYOUJIQIREN“XIAOZHAO”TIXINGYONGHU,KETONGGUOYUYINZHIJIESHUOCHUYAOBANLIDEYEWU,BINGJULICHENG“CHAYUE”“CHAKAIHUWANGDIAN”“ZIXUNXINYONGKAFUWU”DENG,JIZHECHANGSHIKEFULIEJUDEZHEIJIZHONGYUYINFUWU,SHURUXIANGGUANKAHAOHOU,JUNBANWANXIANGGUANYEWU。

RANER,ZHINENGYUYINDEKEFUTIYANBINGBUQUANSHIMEIHAODEHUIYI。SHANGHAISHIMINWUYUEBIAOSHI,ZIJIYECENGCHANGSHIGUOZHIJIESHUOCHUYAOBANDEYEWU,DANTIYANGANJUEYIBAN。“HAISHIHEJIQIJIAOLIUDEGANJUE,ERQIENISHUODEHUAYIDINGYAODUAN,BURANYEDEZHONGLAIYIBIAN。”

ZAIJINGDONG、WANGYIYANXUANDENGDIANSHANGPINGTAI,ZHINENGKEFUYEGUANGFANYINGYONG。“RUJINZAIDIANSHANGPINGTAISHANG,XIANGYAOZHAODAOHUOSHENGSHENGDERENGONGKEFUTAIBURONGYILE。”BEIJINGSHIMINTANGTINGTINGGAOSUJIZHE,TADUIJIQIRENSHIDEKEFU“SHIZAISHOUGOULE”,“ZHIQIANZAIMOUDIANSHANGPINGTAIMAIXIEZIHOU,SHANGJIAYIZHIMEIYOUFAHUO,MEICICUIFADESHIHOU,DOUSHITONGYIHUIFU‘QINGNINNAIXINDENGDAINI’,CICIRUCI,JIUMEIGERENJIESHIYIXIAWEISHENMEMEIFAHUO,DAGAIYAODENGDUOJIU。”

ZHENGRUWANGYOU“BINGYAN”SUO“TUCAO”DENEIYANG,XIANZAIZHINENGKEFUDEBIAOZHUNCAOZUOSHI:YUDAOWENTI、ZIXUNKEFU、JIQIZHANGLIAO、ZAIZHUANRENGONG,“SHEIDESHIJIANBUBAOGUI?KAIMENJIANSHANDIGOUTONGBUHAOMA?”

“DUIYUDABUFENRENLAISHUO,JIANDANDESHIQINGYUQIZHAOZHINENGKEFULAIHUIZUOXUANZETI,HAIBURUZAIWANGSHANGSOUYIXIALAIDEBIANJIE。”BUSHAOXIAOFEIZHEBIAOSHI,ZHAOKEFUHENDUOSHIHOUSHIBIJIAOGEXINGHUADEWENTI,DANXIANGYAOGENRENGONGKEFUZIXUNYIXIA,QUEBIXUYAOXIANRENSHOU“ZHINENG”FUWU。“SHIZAIBUZHIDAOZHINENGKEFUSHIWEILEFANGBIANXIAOFEIZHEJIEHUO,HAISHIWEILEFANGBIANSHANGJIATOULAN?”

(XIAOBIAOTI)TINGDAOJIQIRENSHENGYIN,JIUXIANGSHUOYIJU“ZHUANRENGONG”

DANGLIMAOERQINQIEDEWENHOUBIANCHENGLECHENGSHIHUADESHEDING,YONGHUDEYIWENZHINENGZAISHEDINGHAODEXUANXIANGZHONGZIJIXUNZHAODAAN,ZHINENGKEFUBEIYONGHUPINPIN“TUCAO”JIUBINGBULINGRENYIWAILE。

——JISHUCHENGSHUDUYOUXIAN,ZHINENGKEFU“DAFEISUOWEN”。BODADUOJIAYINXINGKEFUREXIAN,ANZHAOZHINENGKEFUTISHI,JIZHESHUOCHUYIXIEJIAOWEIFUZADEJUZI,RU“JINTIANSHOUDAOYIBIKOUKUAN,DANWOMEIYOUSHUAKA,ZHEISHIZENMEHUISHI?”“WOZHEIGEKAXUYAOJIAONIANFEIMA?”,ZHINENGKEFUHUOHUIDA“MEIYOUTINGDAO”HUOHUIDA“HAODE,JIJIANGWEININZHUANJIERENGONGFUWU”,DAFEISUOWENDEXIANXIANGBIJIAOPUBIAN。

YIWEIYINXINGGONGZUORENYUANBIAOSHI,JINGUANYUYINSHIBIEJISHUYIJINGHENBUCUO,DANXITONGCHIXUYOUHUASHENGJIHAIXUYAODALIANGDETOURU。CIWAI,KEFUYUYONGHUDEJIAOLIUSHEJIYINSIHEZHANGHUANQUAN,BUSHIYIWAIBAOJIDISANFANG,SUOYIJINRONGJIGOUSHENDUFAZHANZHINENGKEFUBINGBURONGYI。

——ZHINENGKEFU“LENGBINGBING”,RANGYIXIEXIAOFEIZHEGANJUE“BUZHENCHENG”。BUSHAOXIAOFEIZHEBIAOSHI,XIANGBILENGBINGBINGDEZHINENGKEFU,NENGHEKEFURENYUANZHIJIEGOUTONGRANGRENGENGTASHIFANGXIN。“XIANZAIBODAKEFUDIANHUA,ZUIFANDEJIUSHITINGDAOJIQIRENDESHENGYIN,ZHIXIANGSHUOYIJU‘ZHUANRENGONG’。”

“WOZHISUOYIFANGANZHINENGKEFU,BINGBUSHIDICHUJISHUJINBUHUOFOUDINGQIHELIXING,ERSHIZHINENGKEFUYOUSHIHOUWUFAJIEJUEWODEQINGXUWENTI。”QINGDAOSHIMINDUANXIANSHENGBIAOSHI,“YURENGOUTONGBENSHENSHIYIZHONGQINGXUDESHIFANG,DANMIANDUILIXINGSHENZHIYISIBUGOUDEZHINENGKEFU,YONGHUDEQINGXUXIANRANSHIBEIYAYIDE。”

——BUFENZHINENGKEFUCHENGSHANGJIATUOYAN“DANGJIANPAI”。WANGYOU“KALUOER”BIAOSHI,ZHIQIANZAIMOUPINGTAISHANGDIANLEYIFENWAIMAI,JIEGUOJIANGJINLIANGGEXIAOSHIDOUMEIYOUSONGDAO,BODASHANGJIACUIDANDIANHUA,JIEGUOFAXIANSHIGEZHINENGKEFU。“SHUOLEYIDUIWUGUANJINYAODEHUA,HAIRANGWOTILIANGWAIMAIYUAN,KEZUIHOUYEMEIRENJIWOHUIDIAN。ZHIQIANYITONGDIANHUANENGJIEJUEDESHIQING,YOULEZHINENGKEFUDAOCHENGLESHANGJIACHICHIBUJIEJUEWENTIDEDANGJIANPAILE。”

(XIAOBIAOTI)BUSHI“WANNENGYAOCHI” KEFUTIXIAOYEYING“ZOUXIN”

SUIZHEZHINENGSHIDAIDEJIAKUAIDAOLAI,DUIYUZHINENGKEFUDEYINGYONGQIANJING,GEFANGJUNBIAOSHIRENKE。LAIZIXIECHENGDESHUJUXIANSHI,DANGQIANKEFUJIQIRENDERIJUNFUWULIANGYITUPOQIANWANRENCI,ZAIJIPIAO、JIUDIANSHOUHOUKEFUZONGLIANGDEZHANBISHUANGSHUANGCHAOGUO70%。

BUGUO,RENGONGZHINENGJISHUBUSHI“WANNENGYAOCHI”。KEFUXINGYEDEKECHIXUFAZHAN,BINGBUNENGYILAIZHINENGKEFU。ZHONGYANGCAIJINGDAXUEYINXINGYEYANJIUZHONGXINZHURENGUOTIANYONGBIAOSHI,YINXINGKEHUZIXUNDEHENDUOWENTIJUYOUXIANGSIXING。ZHINENGKEFUBARENGONGKEFUCONGZHONGFULAODONGZHONGJIEFANGCHULAI,JIEFANGCHULAIDERENLIYINGGAITOURUDAOGENGFUZADEGEXINGHUAFUWUZHONG。

XIECHENGSHOUXIZHIXINGGUANSUNJIEJIUBIAOSHI:“DANGDAMIANJIDEYANWUFASHENGSHI,TEBIESHIFUZAQINGKUANGFASHENGDESHIHOU,HAISHIXUYAORENGONGGANYUDE。”TONGGUODUILISHIWENTIDESHOUJI,XIECHENGDEHOUTAIXITONGDUIYUCHANGGUIWENTI,NENGZAIHAOMIAONEIZUOCHUPANDUAN,BINGJIYUXIANGGUANDAAN;RUGUOBUNENG,JIUHUIZHUANDAORENGONGFUWU。

ZHONGGUOSHEKEYUANJINRONGYANJIUSUOYINXINGYANJIUSHIZHURENCENGGANGBIAOSHI,JIUXIANGXIANSHANGYINXINGYEWUYUELAIYUEDUO,DANWUFAQUDAIXIANXIAYINXINGWANGDIANYIYANG。“BUSHIJIANDANDESHEIQUDAISHEIDEWENTI,WEILAIRENGONGKEFUHEZHINENGKEFUDEBIANJIEHUIMANMANMOHU。YONGHUNEIZHONGJUYOUGONGXINGDEWENTIKEYIYOUZHINENGKEFULAIYINGDUI,ERDANGYONGHUXUYAOMIANDUIMIANJIAOLIU、XUYAOSHUDAOSHI,RENGONGKEFUYEYINGJISHICHUXIAN。ZUIZHONGDEYUANZEJIUSHI,YIYONGHUWEIZHONGXIN,GENJUYONGHUDESHIJIXUYAOLAIXUANZEFUWUFANGSHI。”(WAN)

编 辑:章芳
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