Nationwide, complaints about smart customer service have topped the list of service grievances for three consecutive years, with the volume of complaints soaring by more than 50% in 2024 compared to the previous year. The principal concerns voiced by consumers encompass the struggle to transfer to human operators, the irrelevance of responses provided by smart customer service, and the absence of humanized communication. Simple inquiries often lead consumers in circles, while attempts to connect with human agents encounter significant hurdles. These experiences are increasingly becoming a source of frustration for a growing number of consumers.