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商家引入对话机器人，希望减少语言门槛。机器人擅长处理查询、规范交代和常见操作，却易在情绪投诉中失去辨别。一旦平台只追求自动解决率，就会阻止使用者接触人工，让智能响应变成菜单。 人机协作要形成明白边界。机器人可负责完成检索资料，人工继续处理情绪安抚。普通查询适合自动应对，高额退款、法律承诺或未成年人安全则立即升级。 转接条件应当写成可执行制度。平台能够按重复失败次数评估是否升级。连续两次未解决同一情况，或用户明确要求人工，就不该再设障碍。危及人身、财产或心理健康的沟通，应用方要进入专门流程。 转接必须携带上下文。人工应看到尚未确认的信息，用户