中国首个针对人工客服与智能客服协同机制的推荐性国家标准《顾客联络服务 人工与智能客户服务协同要求》将于2026年9月1日实施1。该标准由国家市场监督管理总局和国家标准化管理委员会发布1，针对当前AI客服转人工困难、虚假承诺、服务质量参差不齐等突出问题进行了规范1。
标准明确了服务分工原则与流转机制1。简单问题由AI处理，复杂纠纷及时转接人工1，并规定转人工入口应当清晰透明1。在客服切换过程中，系统必须实现数据同步，禁止重复要求消费者提供已有信息1。此外，转人工服务还需实现便捷化与人性化操作1。
中国消费者协会的数据显示，涉及AI客服或通用型AI的投诉呈增多趋势1，投诉主要集中在不实承诺、人工客服接入困难、生成内容失准等方面1。第三方平台统计的AI客服相关投诉超过4800条1。
China's first recommended national standard governing the coordination between artificial intelligence and human customer service representatives will take effect on September 1, 2026 1. The standard, titled "Customer Contact Services: Requirements for Human and Intelligent Customer Service Coordination," was released by the State Administration for Market Regulation and the National Standardization Management Committee 1.
The new standard directly addresses persistent complaints about AI customer service, including difficulty reaching human agents, false promises, and inconsistent service quality 1. It establishes clear service boundaries and handoff protocols, specifying that simple inquiries should be handled by AI systems while complex disputes must be promptly escalated to human representatives 1. The standard also mandates that the entry point for reaching human agents be clearly visible, customer data be synchronized during transfers, and customers not be required to repeat information 1.
According to the China Consumers Association, complaints involving AI customer service or general-purpose AI applications have been rising, with grievances primarily centered on misleading commitments, difficulties accessing human customer service, and inaccurate generated content 1. Third-party platform data recorded over 4,800 complaints related to AI customer service 1. To address these issues, the standard introduces four key measures: making customer service entry points clear and transparent, implementing differentiated and precise task allocation, ensuring data synchronization during transitions while prohibiting repeated requests from customers, and facilitating convenient and humane transfer to human service personnel 1.
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