Discussion keeps the world turning.
This is roundtable.
Hello.
Welcome to Roundtable, where we serve up piping hot debates on the issues that sizzle in China and beyond.
I'm Nih Hongli.
Imagine calling a customer service line and being greeted by a friendly, intelligent assistant who understands your needs instantly.
No more long waits.
No more frustrating hold music.
Just seamless, efficient service.
Actually, the roles of AI in customer service are much more diverse, from chatbots to voice assistants, and even to innovative voice modulation for both consumers and the customer service.
Let's take a look at whether AI can transform how businesses interact with consumers, and what some possible challenges are ahead.
For today's show, I'm joined by Lai Ming and Steve Hatherley.
Now grab your virtual compass and follow us to the heart of the discussion.
Working in a call center is no easy task.
Long hours lead to long days, all the while speaking with consumers who have problems varying of varying degrees.
On occasion, those customers are angry, and that can make the life of a customer service representative quite unpleasant indeed.
So let's start with a quick survey with our friends on the show.
I have three simple questions that I need your response.
I need your genuine and honest answers.
So the first question is, have you ever used an AI chatbot customer service?