TechChina implements new national standard for AI customer service
China’s first national standard on coordination between AI and human customer service took effect Tuesday. It assigns routine inquiries to AI and prioritizes human agents for complex or safety-related issues, while requiring clear access to human support, smooth transfer of customer information, labels for AI-generated replies and warnings against false promises. Human agents or standardized procedures must provide final confirmation for prices, refunds, compensation and contract changes.
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CGTN★★★☆☆2026-09-01 03:40Original
China implements new national standard for AI customer service
Tech