Support teams are high volume and high turnover, and thus need to train new reps in a fast and standardized way. To do so, they have clearly articulated standard operating procedures (SOPs) that guide the work of each rep. These SOPs create clear rules and guidelines that AI agents can model themselves off of.
AI 在客服领域成功的秘密竟然是：这个行业为了管理人类员工的高流失率，被迫建立了极其清晰的 SOP 文档——而这恰好是训练 AI Agent 的完美素材。这是一个意外的历史巧合：企业因为人类问题（高离职率）被迫文档化了所有流程，然后 AI 来了，直接把这些文档变成了自己的「培训手册」。低价值工作被最彻底地文档化，反而最容易被 AI 替代。