The Voice of the Two Sessions|Is the smart service phone making problems become difficulties? Representative: human labor must be reserved as only human beings can comprehend emotions.
Why is the number of complaints on the 12345 hotline increasing significantly? At the group meeting of the Pudong New Area delegation of the Third Session of the 16th Shanghai People’s Congress, delegate Shi Zheng proposed that some window services are not suitable to be replaced by AI, at least not at this stage.
Shi Zheng stated that one of the reasons for the significant increase in complaints on the 12345 hotline is that other service lines have been replaced by artificial intelligence. When people encounter difficulties and call the service line, they may feel not only difficulties but also a sense of helplessness after listening to a round of voice prompts. “Listening itself is also an important part of solving difficulties, and sometimes only human beings can truly empathize.”
Shi Zheng also noted that the silver economy is booming this year, and many elderly people are willing to go out for travel. However, if they buy economy class tickets, they are likely to encounter a long row of self-check-in counters, and how many elderly people can understand this? While first-class cabins offer human services, how many elderly people are willing to buy first-class tickets? The development direction of artificial intelligence should not be a cheap substitute or competition for ordinary employment, but rather a more advanced tool and a helper to provide better services.
Therefore, Shi Zheng suggested that window service industries must retain manual service positions in proportion, especially to ensure the service needs of vulnerable groups such as the elderly and children.
In addition, Shi Zheng gave an example that as algorithms gain increasingly powerful abilities, those trapped inside are not just deliverymen. When the Internet has become a characteristic of infrastructure, if algorithm monopolies are not for innovation but for allocating people’s lives, then it should be unfair. “Buses also have their own route design models and timetable algorithms, but how bus routes are operated must be announced, and the bus company does not have the final say. Therefore, no one feels trapped in the bus timetable. Similarly, to empower the service industry with algorithms, the service industry must understand the logic of algorithms and have AI literacy in order to provide feedback and requirements.” Shi Zheng suggested that the government encourage various deep learning platforms to precisely target the service industry, empower various small and micro scenarios, and improve industry AI literacy.