2026年8月28日，随着人工智能客服的普及，人工客服群体正面临工作难度增加、严苛考核与高强度情绪劳动等多重压力，其劳动权益与心理健康保障问题引发关注 1。中国消费者协会发布的“2026年上半年全国消协组织受理投诉情况分析”显示，AI客服已成为消费者投诉的新“堵点” 1。我国首个聚焦人工客服与智能客服协同机制的国家标准《顾客联络服务 人工与智能客户服务协同要求》将于9月1日起实施 1。
在AI客服普及的背景下，人工客服承接高难度工单，面临严苛时效考核、轮班紊乱及高强度情绪劳动，身心压力剧增 1。以员工阿南所在的公司为例，其要求电话20秒内接听、线上会话5秒内回复、紧急国内问题20分钟内答复，每天有效工单指标50单 1。当差评和外溢比例较高时员工绩效打7折，排名末尾职工绩效也会打折 1。中国劳动关系学院社会工作学院讲师李慕轼表示，客服属于典型的高强度情绪劳动职业 1。南开大学法学院副教授柯振兴指出，企业将管理“外包”给顾客相当于给主观偏见披上了“客观数据”的外衣 1。2025年8月1日起实施的《职业病分类和目录》新增了创伤后应激障碍，但人工客服并不在其适用对象之列 1。上海财经大学法学院教授吴文芳表示，单纯因长期精神压力导致的抑郁、焦虑等心理问题基本无法被认定为工伤或职业病 1。专家呼吁企业优化考核机制、建立心理支持体系并赋予客服中止服务权利 1。
On August 28, 2026, in China, the protection of labor rights and mental health for human customer service agents has drawn attention as they face increased work difficulty, strict assessments, and emotional labor pressure amid the popularization of AI customer service 1. As artificial intelligence customer service becomes increasingly prevalent, human agents are left to handle more complex tasks while facing severe time constraints, disrupted shifts, and intense emotional strain, leading to a sharp increase in physical and mental pressure 1. According to the "Analysis of the Complaints Received by Consumer Associations Nationwide in the First Half of 2026" released by the China Consumers Association, AI customer service has emerged as a new bottleneck for consumer complaints 1. To address these challenges, China's first national standard focusing on the coordination mechanism between human and intelligent customer services, titled "Customer Contact Services - Requirements for the Coordination of Human and Intelligent Customer Services," will be implemented on September 1 1.
Human agents are subjected to rigorous performance assessments and intense emotional labor. For instance, an employee named Anan is required by his company to answer phone calls within 20 seconds, reply to online chats within 5 seconds, and respond to urgent domestic issues within 20 minutes, alongside a daily target of 50 valid work orders 1. Furthermore, when the proportion of negative reviews and overflow issues is high, employees' performance pay is reduced to 70%, and bottom-ranked staff also suffer performance deductions 1. Li Mushi, a lecturer at the School of Social Work at the China Institute of Industrial Relations, noted that customer service is a typical high-intensity emotional labor profession 1. Ke Zhenxing, an associate professor at the Law School of Nankai University, pointed out that outsourcing management to customers is equivalent to cloaking subjective biases in the guise of objective data 1.
The direct linkage of negative reviews and complaints to compensation carries legal risks, and mental harm is difficult to be recognized as a work-related injury 1. Although post-traumatic stress disorder was added to the "Classification and Catalog of Occupational Diseases," which took effect on August 1, 2025, human customer service agents are not included in its target subjects 1. Wu Wenfang, a professor at the Law School of Shanghai University of Finance and Economics, stated that psychological issues such as depression and anxiety caused solely by long-term mental stress are basically impossible to be recognized as work-related injuries or occupational diseases 1. In light of these issues, experts are calling on enterprises to optimize assessment mechanisms, establish psychological support systems, and grant customer service agents the right to suspend services 1.
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