电子商务中人机协作客户服务模式研究综述

Research Review on Human-Machine Collaboration Customer Service Mode in E-Commerce

摘要: 本文主要探讨了智能客服系统在客户服务中的应用及其效果，以及如何通过人工客服的介入来提升服务质量和顾客满意度。研究表明，人机协作服务能产生叠加效应，提高响应性和准确性，同时人工客服可以提高服务的个性化和处理效率。本文还讨论了任务复杂性对服务切换的影响，指出智能客服在处理标准化任务时表现良好，但在复杂或个性化任务处理上需要人工客服介入。此外，本文对多种人工智能运用的技术如RNN、Transformer模型、虚拟数字人技术、自然语言处理(NLP)和大数据框架等在提升智能客服系统性能方面的应用进行了梳理并指出了当前研究的不足，提出了未来在跨文化研究、智能客服的情感支持、以及人工客服培训等方面的研究方向。

Abstract: This paper mainly discusses the application and effect of intelligent customer service system in customer service, and how to improve the service quality and customer satisfaction through the intervention of human customer service. Research shows that human-machine collaboration service can produce superposition effect, improve responsiveness and accuracy, while human customer service can improve the personalization and processing efficiency of service. The paper also discusses the impact of task complexity on service switching, pointing out that intelligent customer service performs well in handling standardized tasks, but requires human customer service intervention in handling complex or personalized tasks. In addition, this paper reviews a variety of artificial intelligence using technology such as RNN, Transformer model, virtual digital technology, natural language processing (NLP) and large data framework in improving the application of intelligent customer service system performance, points out the shortcomings of the current research, and puts forward the future research direction in cross-cultural research, intelligent customer service emotional support, and artificial customer service training.