如今，许多企业在推广“智能服务”的同时，却让“转人工”成了消费者的一场“西天取经”——不仅要历经“九九八十一难”，还要在层层迷宫中寻找不知是否存在的“人工客服”。本末倒置的服务模式不仅没有提升用户体验，反而适得其反。技术创新不能以降低服务质量、甚至变相回避提供服务为代价。企业需在智能与人工之间找到平衡，让技术更好服务于人。
记者：于也童
编导：畅舒婷
新华社音视频部制作
' id='Path' fill='%23FFFFFF' stroke='none' /%3e %3cpath d='M1.67473 0.487896C1.53133 0.32527 1.38795 0.203266 1.24446 0.121953C1.0532 -0.0406509 0.766327 -0.0406509 0.575064 0.121953C0.383828 0.284579 0.383828 0.528495 0.575064 0.691122L0.909815 0.975729C1.14883 1.26027 1.43572 1.50421 1.67473 1.82944C3.4916 4.14667 2.67747 6.45997 0.143427 8.69591C-0.0478091 8.85853 -0.0478091 9.10245 0.143427 9.26505C0.239059 9.34637 0.334691 9.38708 0.478179 9.38708C0.621559 9.38708 0.717191 9.34637 0.812822 9.26505C3.63373 6.78522 4.49575 4.02476 2.48759 1.42289C2.20072 1.05704 1.91383 0.772412 1.67473 0.487896Z' transform='translate(14.52941 2)' id='Path' fill='%23FFFFFF' stroke='none' /%3e %3cpath d='M9.41898 0.0965707C8.8931 -0.106724 8.22371 0.0152805 7.69783 0.421732L4.06404 3.06428L2.34277 3.06428C1.05189 3.06428 0 3.99928 0 5.05628L0 9.04031C0 10.1786 1.05189 11.0323 2.34277 11.0323L3.82503 11.0323L7.69783 13.6342C8.08022 13.8781 8.5106 14 8.8931 14C9.08434 14 9.32335 13.9594 9.46684 13.8781C9.99275 13.6748 10.2796 13.187 10.2796 12.5365L10.2796 1.47873C10.2796 0.828275 9.99275 0.299796 9.41898 0.0965707ZM9.32335 12.5772C9.32335 12.9024 9.22775 13.1057 9.03648 13.187C8.84522 13.2683 8.55835 13.187 8.27148 13.0244L4.15967 10.2599L2.34277 10.2599C1.57778 10.2599 0.956263 9.73146 0.956263 9.081L0.956263 5.09691C0.956263 4.44642 1.57778 3.91797 2.34277 3.91797L4.39868 3.91797L8.27148 1.11288C8.55835 0.909565 8.79747 0.828275 8.98873 0.909565C9.17997 0.990878 9.32335 1.23482 9.32335 1.56005L9.32335 12.5772Z' id='Fill-3' fill='%23FFFFFF' stroke='none' /%3e %3c/g%3e %3c/svg%3e)
