Here’s the translation and my answer:
Q: Does Ctrip have a human telephone service? Why does it resort to machine robots, which often reply without fully understanding the question or providing an effective solution?
A: Actually, yes, Ctrip (and many other travel companies) do offer human-based customer services. Agents are available to help with issues that require more nuanced thinking and empathy than what can be handled by AI-powered chatbots.
I agree with your frustration when encountering AI robots that don’t quite grasp our concerns or provide helpful solutions. While machines have their strengths, they often struggle with open-ended questions, emotional intelligence, and subtlety – areas where human customers service representatives excel.
Therefore, it’s not surprising that Ctrip has both machine-based support channels (e.g., chatbots) for simple queries and humans on standby to handle more complex issues.