中国自9月2日起实施新的国家标准《顾客联络服务 人工与智能客户服务协同要求》(GB/T 47746—2026)，对企业的AI客服与人工客服协作机制进行规范1。该标准的核心要求是防止消费者在服务过程中反复陈述问题1。
新标准明确了服务分工原则：简单问题由AI客服处理，复杂纠纷及时转接至人工客服1。标准要求系统在达到转接条件时自动切换到人工服务，确保人机切换无缝衔接1。同时，标准强调人工客服入口必须清晰易找，不能层层隐藏1。
China has begun enforcing a new national standard governing the coordination between artificial intelligence and human customer service representatives, effective September 2, 2024.1 The standard, titled "Customer Contact Service — Requirements for Coordination Between Human and Intelligent Customer Service" (GB/T 47746—2026), establishes guidelines for how enterprises should manage the division of labor between automated and human-operated support systems.1
Under the new requirements, companies must route simple inquiries to AI systems while escalating complex disputes to human agents without forcing consumers to repeat their concerns.1 The standard mandates that access to human customer service representatives be clearly visible and easily accessible, rather than buried behind multiple layers of navigation.1 Additionally, systems must automatically transfer calls or chats to human agents once predetermined conditions are met, ensuring a seamless transition between automated and manual support.1
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