Artificial intelligence (AI) is rapidly being applied in the field of customer service, but many studieshave pointed out that users are not usually satisfied with them. It is generally believed that an AI customerservice representative (CSR) is not as understandable" as human CSRs, but there is a lack of research on whatkind of EQ"ability an AI CSR should have. Through the idea of evaluation from others, based on the surveydata from 757 users, this study constructed a well- fitted competency model and measurement index for theemotional competency which an AI CSR should have (including emotional perception, emotional understandingand emotional regulation). The results provide a reference for developing service-oriented artificial intelligencewith more EQ" and improving users' satisfaction with AI customer service in the future.