Customer service

Salesforce is launching Agentforce Voice, adding lifelike voice capabilities to its AI-powered customer service platform. This allows businesses to engage customers in spoken conversations with customizable AI agent voices. The move comes amidst increasing competition from companies like Sierra and investor concerns about AI’s disruption potential in the software industry. Salesforce is partnering with major communications providers and plans to release Agent Script software for further customization. While acknowledging potential workforce disruption, CEO Marc Benioff sees AI as an opportunity for efficiency and innovation.

Meituan, a leading Chinese delivery platform, faces user complaints regarding missing order refunds. Users report discrepancies between order status showing refunds completed and actual funds not received, with some issues dating back years. Customer service cites potential problems with original payment accounts as a cause, advising users to provide alternative bank details. The recurring nature of these complaints suggests a potential systemic issue requiring further investigation.

A Chinese company in Jinhua implemented a mandatory overtime policy due to increased orders, sparking online discussion. Absences are restricted to illness, weddings, or funerals. However, the policy includes a 25% pay raise, a summer heat bonus, clear overtime calculation, and drinks throughout the day. Employees are also allowed to bring their children to a supervised, air-conditioned room. Employees generally view the policy positively, praising the owner.

WeChat warns of a new online shopping scam where buyers receive incorrect items. Scammers provide QR codes for “customer service,” leading to phishing attempts. Victims are lured into downloading apps and transferring funds through promises of compensation or task rewards. WeChat advises using official platform customer service for after-sales issues and cautions against trusting excessive compensation offers or prepayment requests.

To enhance user safety, TikTok launched an “Anti-Fraud Open Day” and an alliance with regulators. The platform combats scams, particularly impersonation and cross-platform redirect fraud, through customer service verification and AI-powered content moderation. TikTok bans over 80,000 scam accounts daily, blocks millions of suspicious content, and issues millions of warnings, protecting an average of 50,000 potential victims daily.

A customer using a Chinese navigation app reported a problematic hotel booking experience. Despite a confirmed reservation and payment for an Atour Hotel in Hangzhou, the room wasn’t available upon arrival. The customer faced extra costs and poor customer service, receiving an inadequate refund and compensation. The app displayed misleading booking information and provided vague responses when questioned. The incident raises concerns about platform accountability in China’s online travel market.