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集思录｜“一键转人工”应成硬性服务底线_我的网站

A |     很多消费者有这样的经历，网购出了问题想退货，翻遍App都找不到人工客服入口；对着AI客服发送“转人工”，它却只会循环回复“我理解您的心情”。    

Haigang Zhiyuan, a methanol bunkering vessel, successfully completes the bunkering of domestic-produced biomethanol to methanol-powered containership CMA CGM Osmium, which flies the Maltese flag. Photo: Screenshot from yicai.com
Shanghai Port has for the first time successfully completed simultaneously the bunkering of two types of green fuel for two international vessels at the offshore anchorage, marking a milestone in the port’s ability to provide diversified and large-scale marine fuel supplies, chinanews.com reported on Sunday. 
Haigang Zhiyuan, a methanol bunkering vessel, successfully completed the bunkering of domestic-produced biomethanol to methanol-powered containership CMA CGM Osmium, which flies the Maltese flag, while Haigang Weilai, a liquefied natural gas (LNG) bunkering vessel, successfully completed the bunkering of LNG to Kota Elan, a Singapore-flagged dual-fuel LNG container ship at the Lühuashan Anchorage off Shanghai from Saturday to Sunday. 
Most of the biomethanol supplied in the bunkering operation was produced by Shanghai Electric’s Taonan project. Which means the methanol feedstock was transported by land from Taonan, in Northeast China’s Jilin Province, to Dalian Port in Northeast China’s Liaoning Province, then shipped by sea to storage tanks in Shanghai, before being used for vessel bunkering at Shanghai Port. This established a cross-regional supply chain linking production in Jilin, transshipment in Dalian and bunkering in Shanghai, said the report. 
The cross-provincial supply chain from Northeast China to Shanghai expands the market for domestic biomethanol and highlights progress in building a north-to-south green fuel transportation corridor, according to the report. 
Haigang Weilai, a liquefied natural gas (LNG) bunkering vessel, completes the bunkering of LNG to Kota Elan, a Singapore-flagged dual-fuel LNG container ship. Photo: Screenshot from yicai.com
According to the Yangshan Border Inspection Station, the two vessels receiving the bunkering service have different sailing schedules. the CMA CGM Osmium is en route from Qingdao in Shandong Province to Ningbo in Zhejiang Province via Shanghai, while the newly built Kota Elan will conduct sea trials after bunkering. 
Completing clean-fuel bunkering at an anchorage cuts berth, tugboat and pilotage costs, and reduces vessel waiting times, which lowers the energy replenishment costs for international vessels and strengthens Shanghai Port’s overall competitiveness as a shipping hub, chinanews.com reported. 
Global Times
。9月1日起，我国首个聚焦人工客服与智能客服协同机制的国家标准《顾客联络服务 人工与智能客户服务协同要求》将落地实施。

B | （据央视新闻8月22日报道）凭借全天候响应、低成本运维的优势，AI客服已全面融入电商、出行、通信等各类生活服务场景，既帮助企业降本增效，也为消费者带来了便捷高效的基础服务体验。然而，一些短板也随之凸显。今年上半年，售后服务问题占全国消协组织受理投诉的26.79%，其中AI客服应用场景随意扩大、虚假承诺和人工接入困难问题尤为突出，给消费者造成很大困扰。这些问题的背后，是企业过度压缩服务成本的短视行为。有的刻意让AI客服跟用户兜圈子，消耗用户的精力和耐心；有的在AI客服作出虚假承诺后，以“算法生成”为由推卸责任。本应作为沟通桥梁的AI客服，反而成了阻碍沟通的围墙，损害消费者合法权益，也透支企业信誉。这些问题之所以产生，很重要的一个原因就是缺乏相关的统一规范。

C | 此次新国标精准填补了行业规范空白，明确规定当用户需人工介入时，要能顺利找到人工客服：入口要清晰，不能层层隐藏；分工要科学，简单的问题交给AI，复杂的纠纷及时交给人工；做好人机的切换，达到条件系统要自动流转到人工。新国标落地后，将成为相关部门监管的重要参照，为行业划定了服务底线，引导企业平衡降本与服务质量，推动客服体系转向人机合理分工、协同运作。AI客服无法完全替代有温度、有思考的人工服务。复杂的消费纠纷、棘手的维权诉求，终究需要人工客服介入妥善解决。新国标让“一键转人工”从消费者的美好期盼，变成企业必须恪守的硬性服务底线。这并非束缚技术创新，而是以制度规范纠正行业乱象，让人机协同真正服务于消费者，为交易顺畅、行业发展营造更好的环境。

D | （王 艺）。

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Published on:04:23:47