香港公众对客服的不满情绪正在上升，2023年前九个月的投诉数量已超过2025年的全年总量，且许多投诉涉及企业对人工智能（AI）的过度依赖。
The Hong Kong public’s dissatisfaction with customer service is growing, with complaints in the first nine months of the year already exceeding the total for 2025 and many involving companies’ overreliance on artificial intelligence (AI).
消费者委员会在1月至9月期间收到3078件关于商户客服的投诉，而去年全年为2715件，2024年为2173件。
The Consumer Council received 3,078 complaints about traders’ customer service between January and September, compared with 2,715 for the whole of last year and 2,173 in 2024.
该机构表示：“消费者委员会每年收到的投诉中，许多涉及对商户客服的不满意，常见问题包括无法联系到客服人员、缺乏礼貌以及跟进缓慢。”
“Among the consumer complaints received by the Consumer Council each year, many involved dissatisfaction with traders’ customer service, with common issues including being unable to contact customer service staff, lack of courtesy and slow follow-up,” the watchdog said.
“今年迄今的投诉数量已超过去年全年的总量，这反映出商户提供的客服质量与消费者期望之间存在差距，导致纠纷持续。”委员会称，AI驱动的系统在许多情况下未能提供足够的帮助。
“Such complaints [so far this year] have already exceeded the total for the whole of last year. This reflects a gap between the quality of customer service provided by traders and consumers’ expectations, resulting in ongoing disputes.”The council said AI-powered systems had failed to provide adequate help in many cases.
“商户还应向消费者提供明确的使用指引，使其能够更好地享受技术带来的便利，”该机构说。
“Traders should also provide consumers with clear guidance on how to use such services, enabling them to better enjoy the convenience that technology offers,” it said.
一宗投诉涉及消费者因八号台风信号而无法使用价值400港元（约合51美元）的活动票。
One complaint involved a consumer unable to use a HK$400 (US$51) event ticket because of a No 8 typhoon signal.
该消费者次日联系公司要求改期，但其AI客服系统无法处理该请求。通过在线聊天服务尝试联系人工客服未果，致电热线也无人接听。
The consumer contacted the company the following day to request a change of date, but its AI customer service system could not process the request. Attempts to reach a human representative through the online chat service were unsuccessful, and calls to the hotline went unanswered.
在委员会调解期间，公司解释称，投诉未转交人工客服是因为消费者既未明确要求“与人工客服通话”，也未在在线聊天中选择“专员服务”。此案随后得到解决。另一宗投诉涉及一位消费者发现其新宽带合约费用更高。
During mediation by the council, the company explained that the complaint had not been referred to a human representative because the consumer had neither specifically asked to “speak to a human agent” nor selected “specialist service” in the online chat. The case was later resolved. Another complaint involved a consumer who discovered that his new broadband contract was more expensive.
他第二天给销售代表打了电话，但无人接听。随后，他联系了公司的客户服务热线，客服人员告诉他，只有销售才能修改合同，并承诺会安排回电。
He called the sales representative the next day but received no answer. He then contacted the company’s customer service hotline, where staff told him only the salesperson could amend the contract and promised to arrange a callback.
那位代表始终没有回电。在市政委员会介入后，此案最终以退款告终。
The representative never called back. The case was resolved with a refund after the council intervened.
市政委员会建议消费者，如果人工智能系统无法提供适当的帮助，应要求与真人客服代表通话，或通过其他渠道联系商家。
The council advised consumers to ask to speak to a human customer service representative or contact the trader through other channels if an AI system could not provide appropriate help.