Strategies for Enhancing Intelligent Customer Service Satisfaction: An Analysis of User Interaction Data

DOI: https://doi.org/10.62517/jnme.202610102

Author(s)

Shanshan Fang1,*, Jiwei Yang1, Yuhua Ye2

Affiliation(s)

1School of Business, Guilin University of Electronic Technology, Guilin, Guangxi, China 2School of Architectural and Transportation Engineering, Guilin University of Electronic Technology, Guilin, Guangxi, China *Corresponding Author

Abstract

To investigate the key issues behind the generally low user satisfaction with current intelligent customer service, this study adopts a mixed-method approach of "exploration and verification". First, content analysis of over 1,000 social media user comments identified that user complaints mainly focus on two dimensions: interaction functionality, which includes issues such as poor communication channels, accounts for over 50% of complaints, representing the primary source of user dissatisfaction; followed by interaction quality issues, notably insufficient comprehension capabilities. Based on these findings, a questionnaire was developed and administered to 206 users. Descriptive statistical results confirm that functionality issues constitute the core weakness, with "inconvenience in transferring to human service" scoring lowest across all experience items. This study concludes that the current user experience dilemma stems from a structural conflict between the "efficiency-first" design philosophy and the users’ fundamental need for a "service safety net." Optimization strategies should prioritize ensuring stable and reliable functionality. This finding provides a new perspective for improving intelligent customer service satisfaction, shifting the focus from "technical intelligence" to "functional reliability".

Keywords

Intelligent Customer Service; User Satisfaction; Interaction Functionality; Interaction Quality; Human-Machine Collaboration

References

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