在线客服的核心，已经正在超越把信息说清楚。在线交流缺少表情等非语言线索，纯文字容易显得模糊。因此，表情符号逐渐成为补充语气的重要工具。它们让一句客服话术拥有态度，也让品牌沟通从单纯的交易提醒，走向更细腻的关系维护。 从沟通风格看，线上
How Chat Systems Became Digital Infrastructure Toward Always-On Communication: From Instant Messages to Intelligent Assistants
The story of chat systems begins far earlier than AI assistants. In the period of mainframe dominance, computers were large, institutional, and reserved for trained specialists. Work was usually handled through delayed computation. People prepared punched cards, submitted jobs and commands, and w