中国推出首个聚焦人工与智能客服协同的国家标准《顾客联络服务 人工与智能客户服务协同要求》，自9月1日起正式实施1。该标准针对消费者在使用AI客服时遭遇的答非所问、转人工难等问题进行规范，旨在保护消费者权益。根据中国消费者协会数据，大约每两件投诉中就有一件涉及服务问题1。
标准明确了智能客服和人工客服的服务范围分工与人机切换要求，规定用户需要人工介入时应能顺利找到人工客服，且入口要清晰可见，杜绝"层层转接难觅真人"的现象1。同时要求顾客联络中心应将人工客户服务和智能客户服务视为完整的服务体系1。这一标准的出台为规范行业运营、维护消费者权益提供了有力的标准依据1。
此外，中国近年来在人工智能监管方面持续发力。2023年施行《生成式人工智能服务管理暂行办法》，2025年发布《移动互联网应用服务用户权益保护合规管理指南》，今年7月施行《人工智能拟人化互动服务管理暂行办法》1。
China has implemented its first national standard specifically governing the coordination between artificial and human customer service, effective September 1st 1. The standard, titled "Customer Contact Service: Requirements for Coordination Between Human and Intelligent Customer Service" (GB/T 47746—2026), addresses persistent complaints about AI-powered systems that provide irrelevant responses and make it difficult for customers to reach human representatives 1.
According to data from the China Consumers Association, approximately one in every two consumer complaints relates to service issues 1. The new standard establishes clear operational boundaries between intelligent and human customer service functions, requiring that customer contact centers treat these two modes as components of a unified service system 1. Crucially, the standard mandates that when customers seek human intervention, they must be able to access a representative through a clearly visible entry point, preventing the frustrating scenario of being trapped in endless automated transfer loops 1.
This regulation joins a broader regulatory framework addressing artificial intelligence services in China. The government previously enacted the "Generative Artificial Intelligence Service Management Interim Measures" in 2023 and issued the "Mobile Internet Application Service User Rights Protection Compliance Management Guide" in 2025 1. In July of this year, the "Artificial Intelligence Anthropomorphic Interactive Service Management Interim Measures" came into effect 1.
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