Alipay has launched a dedicated hotline for seniors over 65 to directly use human service

IT Home reported on February 9 that the "Research Report on Digital Adaptability of the Elderly" showed that more and more elderly people are using smartphones. They want to learn mobile phone applications, but often lack one-on-one patient help. Nearly 70% of the elderly rely on self-study to use mobile phones, and more than 40% can only use basic functions such as making calls and reading news.

On February 9, Alipay officially stated that it will continue to upgrade the "Blue Vest" accessibility plan and launch a "Warm Hotline" for the elderly, opening a fast channel for one-click inbound calls to connect directly to human operators.

IT Home learned that from now on, all elderly people over the age of 65 can directly enter the manual customer service after calling the Alipay customer service hotline 95188. They can solve the problems encountered in daily life without going through digital selection and other operations, such as using health codes, taking public transportation, mobile phone recharge, paying water, electricity and gas, etc.

It is understood that the "Warm Hotline" service has been in trial operation for two months, and each person receives an average of more than 10 calls for help from the elderly every day. Common problems are basic use of mobile phones, "How to send? I only see a small plane", "How to uninstall? They are all shivering", followed by public transportation and health care.

This time, the "Nuan Yang Yang" hotline service will also provide an appointment function. During the Spring Festival from February 12 to 17, when the children are not with the elderly, they can search for "Nuan Yang Yang" on Alipay to make an appointment, and the customer service will take the initiative to call and provide warm services such as epidemic reports.

Alipay said that based on AI and other technologies, 95% of user inquiries can be handled by Alipay's intelligent customer service. However, technological progress cannot replace human warmth. We need real connections between people to help the elderly enjoy the convenience of digital life with peace of mind.

Alipay generally takes about 7 minutes for manual service to solve problems, but the elderly speak slowly, cannot understand Mandarin, are unfamiliar with operations such as sending and uninstalling, and need to be taught from scratch, with an average service time of more than 30 minutes. To this end, Alipay not only trains existing operators, but also recruits a group of operators who understand dialects. "Many times, users are required to report their mobile phone numbers, etc. Some of our customer service staff are familiar with the listening and reading of numbers in 8 dialects, including Cantonese and Sichuan dialect."