中国消费者在使用AI客服过程中频繁遭遇"转人工"困难和虚假承诺问题1。针对这一现象，中国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》将于9月1日起正式实施1。据中国消费者协会2026年上半年的投诉分析，随着AI客服应用场景不断扩大，相关投诉问题日益凸显，黑猫投诉平台上关于"AI客服"的投诉已超过4700条1。
新国标明确了人工与智能客服的职责划分1。标准规定智能客服优先处理标准化问题，人工客服优先处理复杂问题及涉及安全事项1。同时，标准要求智能客服与人工客服的切换必须提供便捷入口并保障衔接顺畅，切换后需同步客户信息避免重复询问1。特别是在涉及价格、折扣、退款、赔偿、合同变更等事项以及涉及财产安全的事项上，最终确认应当由人工客服或规范化流程完成1。
作为推荐性国家标准，该标准不具有直接的法律强制执行力，但可成为监管部门或法庭的参考依据1。
China is implementing its first national standard addressing the coordination between artificial intelligence and human customer service representatives, effective September 1st.1 The new standard, titled "Customer Contact Service: Requirements for Coordination between Human and Intelligent Customer Service," responds to growing consumer complaints about difficulties switching from AI chatbots to live agents and misleading service promises.1
Consumer complaints about AI customer service have surged, with the Chinese Consumers Association identifying "false promises" and "difficulty accessing human support" as primary grievances.1 The Maohu Complaint Platform has recorded over 4,700 complaints related to AI customer service.1 The new standard establishes clear operational guidelines: intelligent customer service should prioritize handling standardized inquiries, while human agents focus on complex issues and matters involving safety concerns.1 The transition between AI and human service must provide convenient access points, ensure smooth handoffs, synchronize customer information automatically, and avoid redundant questioning.1
Transactions involving pricing, discounts, refunds, compensation, or contract modifications require final confirmation by a human customer service representative or through standardized procedures.1 Although classified as a recommended rather than mandatory national standard, this guideline can serve as a reference for regulatory agencies and courts in enforcement decisions.1
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