It was revealed that HP after-sales service will only be transferred to manual customer service after being threatened with reports. Users are at a huge disadvantage!

[Gearbest News]Recently, Gearbest noticed that according to a report by “Future Network”, the after-sales customer service of the famous PC company Hewlett-Packard is very “intelligent” and can “look at people's orders”. Only when the consumer indicates to the intelligent customer service that he will report to 12315, the intelligent customer service will transfer the after-sales order to the manual customer service.

According to reports, China Hewlett-Packard Co., Ltd. (hereinafter referred to as Hewlett-Packard Company) after-sales AI intelligent customer service has been accused of treating users differently recently, and has been pushed to the forefront of public opinion.

There is feedback from HP users that HP’s after-sales AI customer service is “looking at people’s orders”. “Only when the user tells HP’s after-sales AI smart customer service that they want to report to 12315, they can be successfully transferred to manual service. The 'intelligent' AI customer service is shocking. “”If you only tell the after-sales AI customer service to “switch to manual service”, the AI ​​customer service will reply that “it” can directly handle the user's problem. “This is obviously HP's fear of supervision. The behavior of being lazy about users' problems has chilled the hearts of users.”

At present, many domestic companies have launched AI intelligent customer service services in their customer service telephone systems. These AI customer service personnel can classify and guide customers according to their different needs. They can also give feedback based on users' voice commands, and even guide users to perform simple operations and solve common problems. This saves enterprise labor costs to a certain extent and also reduces user waiting time. However, many netizens believe that this kind of AI customer service actually hinders the communication between users and normal human customer service. The AI's responses are often mechanical and cold, and it cannot answer more complex questions. The actual user experience is not perfect.

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