今年上半年，涉及人工智能客服的消费者投诉成为新热点，其“答非所问”与“已读乱回”等现象引发消费纠纷1。部分商家以“AI回复不代表公司立场”为由拒绝履约1。今年5月，有网友因轻信人工智能助手关于机票退改签的建议，实际被扣手续费高达40%，直接损失数百元1。另一起案例发生在今年4月，消费者龚先生在某公司二手车App选购汽车，支付2000元订金前平台AI客服告知28700元车款已包含过户费和上牌费，交易时销售人员要求另行支付1000元过户费1。
中国消费者协会投诉部副主任郭耀宗介绍，消费者日常接触的人工智能大体可分为两类：面向公众的通用生成式人工智能服务和经营者部署使用的人工智能客服工具1。才博智慧治理研究院院长吴岩松表示，不管是AI客服回复还是人工客服回复，其实都代表了企业最终交互，只要是在企业的App或官方微信、微博、小程序这些平台上回复的，都应该代表了公司的立场1。此外，我国首个聚焦人工客服与智能客服协同机制的国家标准将于9月1日起实施1。
In the first half of this year, complaints regarding artificial intelligence customer service have emerged as a new hotspot, with issues such as giving irrelevant answers and replying randomly after reading triggering consumer disputes 1. Some merchants have refused to fulfill their obligations on the grounds that AI replies do not represent the company's stance 1. The China Consumers Association (CCA) has distinguished between general generative AI services for the public and AI customer service tools deployed by business operators 1. The CCA advised consumers not to blindly trust AI-generated content at critical stages and emphasized that enterprises must take responsibility for the replies made by their intelligent customer service systems 1.
In May this year, a netizen suffered direct losses of hundreds of yuan after trusting an AI assistant's advice on flight ticket refunds and changes, which resulted in handling fees being deducted at a rate as high as 40% 1. In April, a consumer named Mr. Gong was shopping for a car on a used car app of a certain company 1. Before paying a 2,000 yuan deposit, the platform's AI customer service informed him that the 28,700 yuan vehicle price included transfer and registration fees 1. However, during the transaction, the sales personnel demanded an additional 1,000 yuan for the transfer fee 1.
Guo Yaozong, deputy director of the complaint department of the CCA, noted that the AI services consumers encounter daily can be broadly divided into two categories: public-facing general generative AI services and AI customer service tools deployed by operators 1. Wu Yansong, president of the Caibo Smart Governance Research Institute, stated, "Whether the reply comes from an AI or a human customer service representative, it actually represents the enterprise's final interaction. As long as the replies are made on the enterprise's app, official WeChat, Weibo, or mini-programs, they should all represent the company's stance" 1. China's first national standard focusing on the coordination mechanism between human and intelligent customer service will be implemented on September 1 1.
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