“转人工！转人工……转人工！”

老友人 发表于 2026-9-11 09:30:24

<style type="text/css">html{font-size:375%}</style><link href="https://qnym.aiwulongrencai.com/static/publish/css/style.css?v=20240712" rel="stylesheet" position="1" data-qf-origin="/static/publish/css/style.css?v=20240712"> <div class="preview_article ">  <span style="color: rgba(0, 0, 0, 0.9); font-size: 18px; font-family: mp-quote, PingFang SC, system-ui, -apple-system, BlinkMacSystemFont, Helvetica Neue, Hiragino Sans GB, Microsoft YaHei UI, Microsoft YaHei, Arial, sans-serif; line-height: 1.6; letter-spacing: 0.034em; font-style: normal; font-weight: normal;">“转人工！转人工！”屏幕上，江苏徐州消费者吴女士连续发送指令，对话框弹回的依然是AI（人工智能）客服的“亲，我理解您的心情”——后面跟着一串标准化菜单。折腾一个多小时后终于接通人工，三两句就把退货诉求说清了，吴女士哭笑不得：“太费劲了。”<span style="color: rgba(0, 0, 0, 0.9); font-size: 18px; font-family: mp-quote, PingFang SC, system-ui, -apple-system, BlinkMacSystemFont, Helvetica Neue, Hiragino Sans GB, Microsoft YaHei UI, Microsoft YaHei, Arial, sans-serif; line-height: 1.6; letter-spacing: 0.034em; font-style: normal; font-weight: normal;"> <section style="text-align: center;"><img class="rich_pages wxw-img js_insertlocalimg" src="https://qnym.aiwulongrencai.com/20260911/17890901655213155389.jpeg" /></section><section>图/视觉中国</section><span style="color: rgba(0, 0, 0, 0.9); font-size: 18px; font-family: mp-quote, PingFang SC, system-ui, -apple-system, BlinkMacSystemFont, Helvetica Neue, Hiragino Sans GB, Microsoft YaHei UI, Microsoft YaHei, Arial, sans-serif; line-height: 1.6; letter-spacing: 0.034em; font-style: normal; font-weight: normal;"> <span style="color: rgba(0, 0, 0, 0.9); font-size: 18px; font-family: mp-quote, PingFang SC, system-ui, -apple-system, BlinkMacSystemFont, Helvetica Neue, Hiragino Sans GB, Microsoft YaHei UI, Microsoft YaHei, Arial, sans-serif; line-height: 1.6; letter-spacing: 0.034em; font-style: normal; font-weight: normal;">近年来，AI客服快速嵌入电商、通信、金融、出行、家电等众多消费场景，在提升响应效率、降低运营成本方面发挥了积极作用。然而，本应为服务赋能的技术，在一些平台却成了答非所问、循环套话、转人工难的“拦路虎”。中国消费者协会数据显示，2026年上半年全国消协组织共受理消费者投诉98.6万件，售后服务问题占比最高，达26.79%，AI客服不实承诺、人工接入困难、生成内容失准等成为投诉新热点。<span style="color: rgba(0, 0, 0, 0.9); font-size: 18px; font-family: mp-quote, PingFang SC, system-ui, -apple-system, BlinkMacSystemFont, Helvetica Neue, Hiragino Sans GB, Microsoft YaHei UI, Microsoft YaHei, Arial, sans-serif; line-height: 1.6; letter-spacing: 0.034em; font-style: normal; font-weight: normal;"> <span style="color: rgba(0, 0, 0, 0.9); font-size: 18px; font-family: mp-quote, PingFang SC, system-ui, -apple-system, BlinkMacSystemFont, Helvetica Neue, Hiragino Sans GB, Microsoft YaHei UI, Microsoft YaHei, Arial, sans-serif; line-height: 1.6; letter-spacing: 0.034em; font-style: normal; font-weight: normal;">9月1日起，我国首个聚焦人工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》（GB/T 47746—2026）实施。这项国标怎么为AI客服“立规矩”？AI客服又该如何更好服务消费者？<span style="color: rgba(0, 0, 0, 0.9); font-family: mp-quote, PingFang SC, system-ui, -apple-system, BlinkMacSystemFont, Helvetica Neue, Hiragino Sans GB, Microsoft YaHei UI, Microsoft YaHei, Arial, sans-serif; line-height: 1.6; letter-spacing: 0.034em; font-style: normal; font-weight: normal;"> <span style="color: rgba(0, 0, 0, 0.9); font-family: mp-quote, PingFang SC, system-ui, -apple-system, BlinkMacSystemFont, Helvetica Neue, Hiragino Sans GB, Microsoft YaHei UI, Microsoft YaHei, Arial, sans-serif; line-height: 1.6; letter-spacing: 0.034em; font-style: normal; font-weight: normal;">转接人工，为何这样难<span style="color: rgba(0, 0, 0, 0.9); font-size: 18px; font-family: mp-quote, PingFang SC, system-ui, -apple-system, BlinkMacSystemFont, Helvetica Neue, Hiragino Sans GB, Microsoft YaHei UI, Microsoft YaHei, Arial, sans-serif; line-height: 1.6; letter-spacing: 0.034em; font-style: normal; font-weight: normal;"> <span style="color: rgba(0, 0, 0, 0.9); font-size: 18px; font-family: mp-quote, PingFang SC, system-ui, -apple-system, BlinkMacSystemFont, Helvetica Neue, Hiragino Sans GB, Microsoft YaHei UI, Microsoft YaHei, Arial, sans-serif; line-height: 1.6; letter-spacing: 0.034em; font-style: normal; font-weight: normal;">今年6月，消费者周先生在广东深圳某游戏平台误购了一款商品，根据平台规则，他尚未领取兑换，可以申请退款。但在沟通中，他始终只能收到AI客服的回复，被反复引导在小程序、服务号、APP之间来回切换。试着拨打人工电话、在线呼叫“人工客服”后，得到的依旧是程序的循环应答。<span style="color: rgba(0, 0, 0, 0.9); font-size: 18px; font-family: mp-quote, PingFang SC, system-ui, -apple-system, BlinkMacSystemFont, Helvetica Neue, Hiragino Sans GB, Microsoft YaHei UI, Microsoft YaHei, Arial, sans-serif; line-height: 1.6; letter-spacing: 0.034em; font-style: normal; font-weight: normal;"> <span style="color: rgba(0, 0, 0, 0.9); font-size: 18px; font-family: mp-quote, PingFang SC, system-ui, -apple-system, BlinkMacSystemFont, Helvetica Neue, Hiragino Sans GB, Microsoft YaHei UI, Microsoft YaHei, Arial, sans-serif; line-height: 1.6; letter-spacing: 0.034em; font-style: normal; font-weight: normal;">比“答非所问”更让人焦急的是紧急时刻联系不到人。今年6月，消费者王女士家的智能门锁突发故障，一家三口被锁门外——其中还有一个6个多月大的婴儿急需进屋喝奶。钥匙、充电宝都试过，门锁依旧纹丝不动。王女士第一时间拨打售后电话，传来的却是AI客服机械的提示音，怎么也转不到人工。一家人在门外等了50分钟，最终只能请开锁师傅上门。而此前，她已就同一故障多次申请售后，始终没能顺利联系到人工客服。<span style="color: rgba(0, 0, 0, 0.9); font-size: 18px; font-family: mp-quote, PingFang SC, system-ui, -apple-system, BlinkMacSystemFont, Helvetica Neue, Hiragino Sans GB, Microsoft YaHei UI, Microsoft YaHei, Arial, sans-serif; line-height: 1.6; letter-spacing: 0.034em; font-style: normal; font-weight: normal;"> <span style="color: rgba(0, 0, 0, 0.9); font-size: 18px; font-family: mp-quote, PingFang SC, system-ui, -apple-system, BlinkMacSystemFont, Helvetica Neue, Hiragino Sans GB, Microsoft YaHei UI, Microsoft YaHei, Arial, sans-serif; line-height: 1.6; letter-spacing: 0.034em; font-style: normal; font-weight: normal;">更令人窝火的是开“空头支票”。今年5月，消费者龚先生在某二手车平台选车，支付2000元订金前，平台官方AI客服明确答复车款包含过户费和上牌费。可到交易时，销售人员却要求另行支付1000元过户费。龚先生拿着截图去理论，对方答复“AI回答不代表公司立场”。<span style="color: rgba(0, 0, 0, 0.9); font-size: 18px; font-family: mp-quote, PingFang SC, system-ui, -apple-system, BlinkMacSystemFont, Helvetica Neue, Hiragino Sans GB, Microsoft YaHei UI, Microsoft YaHei, Arial, sans-serif; line-height: 1.6; letter-spacing: 0.034em; font-style: normal; font-weight: normal;"> <span style="color: rgba(0, 0, 0, 0.9); font-size: 18px; font-family: mp-quote, PingFang SC, system-ui, -apple-system, BlinkMacSystemFont, Helvetica Neue, Hiragino Sans GB, Microsoft YaHei UI, Microsoft YaHei, Arial, sans-serif; line-height: 1.6; letter-spacing: 0.034em; font-style: normal; font-weight: normal;">记者在某第三方消费者服务平台以“AI客服”为关键词检索，相关投诉超过4800条。“翻遍APP找不到人工入口”“连发十几条‘转人工’只会回复‘理解心情’”“AI客服承诺送券，人工说不作数”……社交平台上，类似吐槽引发大量共鸣。<span style="color: rgba(0, 0, 0, 0.9); font-size: 18px; font-family: mp-quote, PingFang SC, system-ui, -apple-system, BlinkMacSystemFont, Helvetica Neue, Hiragino Sans GB, Microsoft YaHei UI, Microsoft YaHei, Arial, sans-serif; line-height: 1.6; letter-spacing: 0.034em; font-style: normal; font-weight: normal;"> <span style="color: rgba(0, 0, 0, 0.9); font-size: 18px; font-family: mp-quote, PingFang SC, system-ui, -apple-system, BlinkMacSystemFont, Helvetica Neue, Hiragino Sans GB, Microsoft YaHei UI, Microsoft YaHei, Arial, sans-serif; line-height: 1.6; letter-spacing: 0.034em; font-style: normal; font-weight: normal;">梳理投诉发现，问题大多集中在3类：“转人工”层层设卡，部分平台通过循环应答、多层跳转、隐藏入口等方式延缓甚至阻碍消费者获取人工服务；AI客服不实承诺，对费用构成、优惠活动、售后政策随意打包票，事后企业以“算法生成不具备法律效力”拒绝履约；通用型AI在机票退改、法律维权、金融服务等场景中生成事实错误，误导消费者决策。<span style="color: rgba(0, 0, 0, 0.9); font-size: 18px; font-family: mp-quote, PingFang SC, system-ui, -apple-system, BlinkMacSystemFont, Helvetica Neue, Hiragino Sans GB, Microsoft YaHei UI, Microsoft YaHei, Arial, sans-serif; line-height: 1.6; letter-spacing: 0.034em; font-style: normal; font-weight: normal;"> <span style="color: rgba(0, 0, 0, 0.9); font-size: 18px; font-family: mp-quote, PingFang SC, system-ui, -apple-system, BlinkMacSystemFont, Helvetica Neue, Hiragino Sans GB, Microsoft YaHei UI, Microsoft YaHei, Arial, sans-serif; line-height: 1.6; letter-spacing: 0.034em; font-style: normal; font-weight: normal;">“在一些平台，AI客服已不单纯是技术工具，而被设计成了一道‘隐形过滤网’。”中国消费者协会投诉部副主任郭耀宗表示，遇到复杂问题兜圈，是在消耗消费者的时间和耐心。<span style="color: rgba(0, 0, 0, 0.9); font-family: mp-quote, PingFang SC, system-ui, -apple-system, BlinkMacSystemFont, Helvetica Neue, Hiragino Sans GB, Microsoft YaHei UI, Microsoft YaHei, Arial, sans-serif; line-height: 1.6; letter-spacing: 0.034em; font-style: normal; font-weight: normal;"> <section style="text-align: center;"><img class="rich_pages wxw-img js_insertlocalimg" src="https://qnym.aiwulongrencai.com/20260911/17890901669312481803.jpeg" /></section><section><section>图/视觉中国</section></section><span style="color: rgba(0, 0, 0, 0.9); font-family: mp-quote, PingFang SC, system-ui, -apple-system, BlinkMacSystemFont, Helvetica Neue, Hiragino Sans GB, Microsoft YaHei UI, Microsoft YaHei, Arial, sans-serif; line-height: 1.6; letter-spacing: 0.034em; font-style: normal; font-weight: normal;"> <span style="font-size: 18px; color: rgba(0, 0, 0, 0.9); font-family: mp-quote, PingFang SC, system-ui, -apple-system, BlinkMacSystemFont, Helvetica Neue, Hiragino Sans GB, Microsoft YaHei UI, Microsoft YaHei, Arial, sans-serif; line-height: 1.6; letter-spacing: 0.034em; font-style: normal; font-weight: normal;">降本增效，不能算偏“服务账”<span style="color: rgba(0, 0, 0, 0.9); font-size: 18px; font-family: mp-quote, PingFang SC, system-ui, -apple-system, BlinkMacSystemFont, Helvetica Neue, Hiragino Sans GB, Microsoft YaHei UI, Microsoft YaHei, Arial, sans-serif; line-height: 1.6; letter-spacing: 0.034em; font-style: normal; font-weight: normal;"> <span style="color: rgba(0, 0, 0, 0.9); font-size: 18px; font-family: mp-quote, PingFang SC, system-ui, -apple-system, BlinkMacSystemFont, Helvetica Neue, Hiragino Sans GB, Microsoft YaHei UI, Microsoft YaHei, Arial, sans-serif; line-height: 1.6; letter-spacing: 0.034em; font-style: normal; font-weight: normal;">“一名人工客服，每月工资、社保、培训、工位综合成本少说3000元起步；而一套基础AI客服系统月租最低仅99元，可完成几十名人工客服的工作量。”一名业内人士算了一笔“成本账”，两者成本相差约30倍，一家电商平台接入AI客服后人工团队大幅缩减，一年节省人力成本超百万元。<span style="color: rgba(0, 0, 0, 0.9); font-size: 18px; font-family: mp-quote, PingFang SC, system-ui, -apple-system, BlinkMacSystemFont, Helvetica Neue, Hiragino Sans GB, Microsoft YaHei UI, Microsoft YaHei, Arial, sans-serif; line-height: 1.6; letter-spacing: 0.034em; font-style: normal; font-weight: normal;"> <span style="color: rgba(0, 0, 0, 0.9); font-size: 18px; font-family: mp-quote, PingFang SC, system-ui, -apple-system, BlinkMacSystemFont, Helvetica Neue, Hiragino Sans GB, Microsoft YaHei UI, Microsoft YaHei, Arial, sans-serif; line-height: 1.6; letter-spacing: 0.034em; font-style: normal; font-weight: normal;">成本落差让许多企业选择AI客服，但部分企业算着算着就把“服务账”算偏了。<span style="color: rgba(0, 0, 0, 0.9); font-size: 18px; font-family: mp-quote, PingFang SC, system-ui, -apple-system, BlinkMacSystemFont, Helvetica Neue, Hiragino Sans GB, Microsoft YaHei UI, Microsoft YaHei, Arial, sans-serif; line-height: 1.6; letter-spacing: 0.034em; font-style: normal; font-weight: normal;"> <span style="color: rgba(0, 0, 0, 0.9); font-size: 18px; font-family: mp-quote, PingFang SC, system-ui, -apple-system, BlinkMacSystemFont, Helvetica Neue, Hiragino Sans GB, Microsoft YaHei UI, Microsoft YaHei, Arial, sans-serif; line-height: 1.6; letter-spacing: 0.034em; font-style: normal; font-weight: normal;">“客服部门在很多企业被定义为‘成本中心’，首要考核指标就是压降成本。”中国法学会消费者权益保护法研究会副秘书长陈音江说，当降本成为第一目标，AI客服就不只是“服务助手”，还被赋予拦截诉求的功能——菜单多设几层，应答多绕几圈，把消费者耐心磨没了，维权的人就少了，报表上的投诉率也更“好看”了。有业内人士透露，部分企业考核重心已转向“AI拦截率”而非问题解决率，有的“障碍设计”能拦截七成转人工请求。<span style="color: rgba(0, 0, 0, 0.9); font-size: 18px; font-family: mp-quote, PingFang SC, system-ui, -apple-system, BlinkMacSystemFont, Helvetica Neue, Hiragino Sans GB, Microsoft YaHei UI, Microsoft YaHei, Arial, sans-serif; line-height: 1.6; letter-spacing: 0.034em; font-style: normal; font-weight: normal;"> <span style="color: rgba(0, 0, 0, 0.9); font-size: 18px; font-family: mp-quote, PingFang SC, system-ui, -apple-system, BlinkMacSystemFont, Helvetica Neue, Hiragino Sans GB, Microsoft YaHei UI, Microsoft YaHei, Arial, sans-serif; line-height: 1.6; letter-spacing: 0.034em; font-style: normal; font-weight: normal;">“这是一种错误的‘降本增效’。”对外经济贸易大学法学院教授、消费者保护法研究中心主任苏号朋直言，“从表面看客服成本降了，但问题并没有解决，只是被推迟、掩盖，转化为重复咨询、舆情发酵、退货流失和品牌损伤，这笔隐性成本远比省下的人工费高。”<span style="color: rgba(0, 0, 0, 0.9); font-size: 18px; font-family: mp-quote, PingFang SC, system-ui, -apple-system, BlinkMacSystemFont, Helvetica Neue, Hiragino Sans GB, Microsoft YaHei UI, Microsoft YaHei, Arial, sans-serif; line-height: 1.6; letter-spacing: 0.034em; font-style: normal; font-weight: normal;"> <span style="color: rgba(0, 0, 0, 0.9); font-size: 18px; font-family: mp-quote, PingFang SC, system-ui, -apple-system, BlinkMacSystemFont, Helvetica Neue, Hiragino Sans GB, Microsoft YaHei UI, Microsoft YaHei, Arial, sans-serif; line-height: 1.6; letter-spacing: 0.034em; font-style: normal; font-weight: normal;">技术局限也加剧了体验割裂。当前不少AI客服仍依赖关键词匹配与预设话术，缺乏深度语义理解——用户说“重启无效”，AI客服还在重复“建议重启”；用户情绪激动，AI客服依旧只机械推送菜单。更深层的症结在于责任边界模糊：AI客服作出承诺、消费者据此决策后，一旦起纠纷，部分企业便以“AI回答不代表公司立场”一推了之。<span style="color: rgba(0, 0, 0, 0.9); font-size: 18px; font-family: mp-quote, PingFang SC, system-ui, -apple-system, BlinkMacSystemFont, Helvetica Neue, Hiragino Sans GB, Microsoft YaHei UI, Microsoft YaHei, Arial, sans-serif; line-height: 1.6; letter-spacing: 0.034em; font-style: normal; font-weight: normal;"> <span style="color: rgba(0, 0, 0, 0.9); font-size: 18px; font-family: mp-quote, PingFang SC, system-ui, -apple-system, BlinkMacSystemFont, Helvetica Neue, Hiragino Sans GB, Microsoft YaHei UI, Microsoft YaHei, Arial, sans-serif; line-height: 1.6; letter-spacing: 0.034em; font-style: normal; font-weight: normal;">“这种‘技术甩锅’在法律上站不住脚。”中消协法律顾问廖怀学分析，企业自行部署的AI客服是经营服务链条的组成部分，在官方平台的答复代表企业立场。依据消费者权益保护法，经营者对消费者就其提供的商品或者服务的质量和使用方法等问题提出的询问，应当作出真实、明确的答复，这项义务不以服务载体是人工还是AI而改变。<span style="color: rgba(0, 0, 0, 0.9); font-family: mp-quote, PingFang SC, system-ui, -apple-system, BlinkMacSystemFont, Helvetica Neue, Hiragino Sans GB, Microsoft YaHei UI, Microsoft YaHei, Arial, sans-serif; line-height: 1.6; letter-spacing: 0.034em; font-style: normal; font-weight: normal;"> <span style="font-size: 18px; color: rgba(0, 0, 0, 0.9); font-family: mp-quote, PingFang SC, system-ui, -apple-system, BlinkMacSystemFont, Helvetica Neue, Hiragino Sans GB, Microsoft YaHei UI, Microsoft YaHei, Arial, sans-serif; line-height: 1.6; letter-spacing: 0.034em; font-style: normal; font-weight: normal;">立规明界，让技术回归服务本位<span style="color: rgba(0, 0, 0, 0.9); font-size: 18px; font-family: mp-quote, PingFang SC, system-ui, -apple-system, BlinkMacSystemFont, Helvetica Neue, Hiragino Sans GB, Microsoft YaHei UI, Microsoft YaHei, Arial, sans-serif; line-height: 1.6; letter-spacing: 0.034em; font-style: normal; font-weight: normal;"> <span style="color: rgba(0, 0, 0, 0.9); font-size: 18px; font-family: mp-quote, PingFang SC, system-ui, -apple-system, BlinkMacSystemFont, Helvetica Neue, Hiragino Sans GB, Microsoft YaHei UI, Microsoft YaHei, Arial, sans-serif; line-height: 1.6; letter-spacing: 0.034em; font-style: normal; font-weight: normal;">AI客服的“堵点”，正在迎来制度层面的疏通。<span style="color: rgba(0, 0, 0, 0.9); font-size: 18px; font-family: mp-quote, PingFang SC, system-ui, -apple-system, BlinkMacSystemFont, Helvetica Neue, Hiragino Sans GB, Microsoft YaHei UI, Microsoft YaHei, Arial, sans-serif; line-height: 1.6; letter-spacing: 0.034em; font-style: normal; font-weight: normal;"> <span style="color: rgba(0, 0, 0, 0.9); font-size: 18px; font-family: mp-quote, PingFang SC, system-ui, -apple-system, BlinkMacSystemFont, Helvetica Neue, Hiragino Sans GB, Microsoft YaHei UI, Microsoft YaHei, Arial, sans-serif; line-height: 1.6; letter-spacing: 0.034em; font-style: normal; font-weight: normal;">此次国标落地，为人工与智能客服协同划定了清晰边界。<span style="color: rgba(0, 0, 0, 0.9); font-size: 18px; font-family: mp-quote, PingFang SC, system-ui, -apple-system, BlinkMacSystemFont, Helvetica Neue, Hiragino Sans GB, Microsoft YaHei UI, Microsoft YaHei, Arial, sans-serif; line-height: 1.6; letter-spacing: 0.034em; font-style: normal; font-weight: normal;"> <span style="color: rgba(0, 0, 0, 0.9); font-size: 18px; font-family: mp-quote, PingFang SC, system-ui, -apple-system, BlinkMacSystemFont, Helvetica Neue, Hiragino Sans GB, Microsoft YaHei UI, Microsoft YaHei, Arial, sans-serif; line-height: 1.6; letter-spacing: 0.034em; font-style: normal; font-weight: normal;">参与标准起草的才博智慧治理研究院院长吴岩松介绍了这项国标的重点要求：入口醒目，禁止层层隐藏人工入口；分工明确，涉及复杂纠纷、资金争议、人身财产安全风险及用户明确要求转人工的场景必须及时转接，价格、退款、赔偿等关键事项由人工最终确认；切换顺畅，人机切换时系统须完整传递交互记录，不得要求消费者重复陈述；责任清晰，明确企业需对AI客服回复内容负责，不能以“算法自动生成”为由推卸责任。<span style="color: rgba(0, 0, 0, 0.9); font-size: 18px; font-family: mp-quote, PingFang SC, system-ui, -apple-system, BlinkMacSystemFont, Helvetica Neue, Hiragino Sans GB, Microsoft YaHei UI, Microsoft YaHei, Arial, sans-serif; line-height: 1.6; letter-spacing: 0.034em; font-style: normal; font-weight: normal;"> <span style="color: rgba(0, 0, 0, 0.9); font-size: 18px; font-family: mp-quote, PingFang SC, system-ui, -apple-system, BlinkMacSystemFont, Helvetica Neue, Hiragino Sans GB, Microsoft YaHei UI, Microsoft YaHei, Arial, sans-serif; line-height: 1.6; letter-spacing: 0.034em; font-style: normal; font-weight: normal;">“这项国标是推荐性标准，但绝非‘没有牙齿’。”廖怀学解释，它将成为监管部门开展行政检查、服务质量评估的重要参照，不符合标准的企业可能被要求整改；发生纠纷时，也会成为消费者维权、司法裁判的重要依据。<span style="color: rgba(0, 0, 0, 0.9); font-size: 18px; font-family: mp-quote, PingFang SC, system-ui, -apple-system, BlinkMacSystemFont, Helvetica Neue, Hiragino Sans GB, Microsoft YaHei UI, Microsoft YaHei, Arial, sans-serif; line-height: 1.6; letter-spacing: 0.034em; font-style: normal; font-weight: normal;"> <span style="color: rgba(0, 0, 0, 0.9); font-size: 18px; font-family: mp-quote, PingFang SC, system-ui, -apple-system, BlinkMacSystemFont, Helvetica Neue, Hiragino Sans GB, Microsoft YaHei UI, Microsoft YaHei, Arial, sans-serif; line-height: 1.6; letter-spacing: 0.034em; font-style: normal; font-weight: normal;">治理AI客服乱象的“组合拳”正在形成。7月15日起施行的《人工智能拟人化互动服务管理暂行办法》明确要求，拟人化互动服务提供者应当落实拟人化互动服务安全主体责任，配备与服务类型、规模和用户特点相适应的内容管理技术措施和人员；消费者权益保护法实施条例、电子商务法也对经营者建立便捷投诉处理机制作出规定。中消协近期专门发声，敦促经营者加强审核管理；浙江、广东、北京等地消协组织已陆续开展约谈。<span style="color: rgba(0, 0, 0, 0.9); font-size: 18px; font-family: mp-quote, PingFang SC, system-ui, -apple-system, BlinkMacSystemFont, Helvetica Neue, Hiragino Sans GB, Microsoft YaHei UI, Microsoft YaHei, Arial, sans-serif; line-height: 1.6; letter-spacing: 0.034em; font-style: normal; font-weight: normal;"> <span style="color: rgba(0, 0, 0, 0.9); font-size: 18px; font-family: mp-quote, PingFang SC, system-ui, -apple-system, BlinkMacSystemFont, Helvetica Neue, Hiragino Sans GB, Microsoft YaHei UI, Microsoft YaHei, Arial, sans-serif; line-height: 1.6; letter-spacing: 0.034em; font-style: normal; font-weight: normal;">部分头部企业也开始调整，有的将“转人工”按钮提升到首页，有的探索“AI+人工”深度协同，售后成本下降的同时，用户满意度有所提升。<span style="color: rgba(0, 0, 0, 0.9); font-size: 18px; font-family: mp-quote, PingFang SC, system-ui, -apple-system, BlinkMacSystemFont, Helvetica Neue, Hiragino Sans GB, Microsoft YaHei UI, Microsoft YaHei, Arial, sans-serif; line-height: 1.6; letter-spacing: 0.034em; font-style: normal; font-weight: normal;"> <span style="color: rgba(0, 0, 0, 0.9); font-size: 18px; font-family: mp-quote, PingFang SC, system-ui, -apple-system, BlinkMacSystemFont, Helvetica Neue, Hiragino Sans GB, Microsoft YaHei UI, Microsoft YaHei, Arial, sans-serif; line-height: 1.6; letter-spacing: 0.034em; font-style: normal; font-weight: normal;">“技术赋能消费，服务要有温度。”陈音江认为，治理关键在于推动企业从“成本控制导向”转向“消费者体验导向”。郭耀宗提醒，涉及价格、合同、售后等重要信息不宜仅依据AI内容作决定，遇到转人工难注意留存证据，及时向12315或消协组织投诉维权。<span style="color: rgba(0, 0, 0, 0.9); font-size: 18px; font-family: mp-quote, PingFang SC, system-ui, -apple-system, BlinkMacSystemFont, Helvetica Neue, Hiragino Sans GB, Microsoft YaHei UI, Microsoft YaHei, Arial, sans-serif; line-height: 1.6; letter-spacing: 0.034em; font-style: normal; font-weight: normal;"> <span style="color: rgba(0, 0, 0, 0.9); font-size: 18px; font-family: mp-quote, PingFang SC, system-ui, -apple-system, BlinkMacSystemFont, Helvetica Neue, Hiragino Sans GB, Microsoft YaHei UI, Microsoft YaHei, Arial, sans-serif; line-height: 1.6; letter-spacing: 0.034em; font-style: normal; font-weight: normal;">当企业不再把AI当作“甩锅”的挡箭牌，而是“搭桥”的服务者，当“一键转接人工”成为标配，AI客服才能更好便民利企。随着国标落地和多方协同推进，有速度、有温度的消费服务环境将加速形成。<span style="color: rgba(0, 0, 0, 0.9); font-size: 18px; font-family: mp-quote, PingFang SC, system-ui, -apple-system, BlinkMacSystemFont, Helvetica Neue, Hiragino Sans GB, Microsoft YaHei UI, Microsoft YaHei, Arial, sans-serif; line-height: 1.6; letter-spacing: 0.034em; font-style: normal; font-weight: normal;"> <hr style="max-width: 100%; letter-spacing: 0.544px; white-space: normal; font-family: -apple-system-font, system-ui, Helvetica Neue, PingFang SC, Hiragino Sans GB, Microsoft YaHei UI, Microsoft YaHei, Arial, sans-serif; background-color: #ffffff; border-style: solid; border-right-width: 0px; border-bottom-width: 0px; border-left-width: 0px; border-color: rgba(0, 0, 0, 0.098); transform-origin: 0px 0px 0px; transform: scale(1, 0.5); box-sizing: border-box !important; overflow-wrap: break-word !important;" /><p style="max-width: 100%; min-height: 1em; letter-spacing: 0.544px; white-space: normal; font-family: -apple-system-font, system-ui, Helvetica Neue, PingFang SC, Hiragino Sans GB, Microsoft YaHei UI, Microsoft YaHei, Arial, sans-serif; background-color: #ffffff; box-sizing: border-box !important; overflow-wrap: break-word !important; margin-bottom: 0px;">来源：《人民日报》<p class="empty_paragraph" style="max-width: 100%; min-height: 1em; white-space: normal; font-family: -apple-system-font, system-ui, Helvetica Neue, PingFang SC, Hiragino Sans GB, Microsoft YaHei UI, Microsoft YaHei, Arial, sans-serif; background-color: #ffffff; letter-spacing: 0.5525px; text-align: right; box-sizing: border-box !important; overflow-wrap: break-word !important; margin-bottom: 0px;">   </div>

页: [1]

爱武隆's Archiver

“转人工！转人工……转人工！”