Recently, some consumers have reported that there are several stains on the sofa they purchased during the "Double Eleven" period. They want to negotiate with customer service to solve the problem, but they encounter AI customer service "playing Tai Chi": "answering irrelevant questions", "reading and returning randomly", "bending in place"... After a lot of fuss, the problem still hasn't been solved. This has resonated with many netizens. In recent years, with the continuous development of AI technology, the application of AI customer service has become increasingly widespread. AI customer service is more efficient than manual customer service in handling simple and repetitive problems, and is available 24 hours a day, saving labor costs. However, its limitations are also evident, such as the inability to solve personalized problems, lack of emotional communication, and especially the complex process of transitioning to manual labor, which is comparable to the "difficulty of ninety-eight and one". On one hand, consumers are eager to solve the problem, while on the other hand, AI customer service mechanically lists some irrelevant general terms. Such ineffective communication, AI technology has been used, but customer service has completely disappeared. According to the Consumer Rights Protection Law, operators shall provide truthful and clear answers to inquiries raised by consumers regarding the quality and usage methods of the goods or services they provide. AI customer service is suspected of infringing on consumers' right to know and choice due to their inability to accurately understand problems and difficulty in transferring to human customer service. Some businesses cannot use AI customer service to appease consumers in order to save costs. Currently, the development and application of AI customer service is a trend. However, no matter how advanced artificial intelligence is, we cannot ignore the most genuine emotions and needs of humans. (New Society)