China's First National Standard for AI Customer Service Takes Effect in September

Many shoppers struggle with AI customer service loops and hidden human agent options when returning items. To fix this, China's first national standard for human-AI customer service collaboration will take effect on September 1st.

The standard requires clear access to human agents, with AI handling simple issues and complex disputes transferred to humans. Systems should automatically route calls to avoid customers repeating themselves.

An e-commerce AI service provider says human agents cost over 3,000 yuan monthly, while AI service costs about 10,000 yuan yearly, saving over 70% in costs. Digital economy expert Liu Xingliang notes some companies may use AI to exhaust customers and reduce refund requests.

Though voluntary, the standard serves as a key industry benchmark to improve service quality.