Consumer association warns against misleading AI services

The China Consumers Association has issued a warning about the risks associated with using artificial intelligence (AI) services, urging consumers to be cautious and verify critical information before making decisions. The association highlights that AI-generated content should not be relied upon for important aspects such as pricing, contractual terms, after-sales service, and legal responsibilities. Consumers are advised to cross-check such information through official channels, contracts, and regulatory authorities. AI technology, particularly large language models, is increasingly integrated into consumer scenarios, enhancing convenience and efficiency. However, the uncertainty in information generation can lead to inaccuracies, ambiguous statements, and inconsistent promises. Examples include misleading fee information, unfulfilled compensation claims, and unreliable legal advice, which may mislead consumers and result in financial loss. The association notes that AI services fall into two main categories: general-purpose AI tools accessible to the public, which generate responses based on available data and user queries, and AI customer service tools deployed by businesses, which directly engage in product descriptions, fee explanations, and after-sales support. General-purpose AI is not an official representative of specific businesses and its content should not be considered as formal commitments or substitutes for contracts or legal advice. Consumers may face risks if they rely solely on AI-generated content without verification. For instance, AI might offer unfounded guarantees, incorrect legal guidance, or fabricate non-existent payment details. The association emphasizes the need for AI service providers to improve transparency, accuracy, and reliability, as outlined in the 'Interim Measures for the Management of Generative AI Services.' The association urges AI service providers to enhance risk warnings and information quality, especially in areas like financial services and consumer rights. They should clearly communicate the limitations of AI-generated content and ensure the accuracy of responses. Additionally, businesses using AI customer service must ensure that the information provided aligns with actual services, pricing, and contractual terms, and must offer accessible human support and dispute resolution channels. The association calls on regulators to refine guidelines for AI use in consumer contexts, clearly defining responsibilities and governance requirements for service providers and businesses. It also reminds consumers to approach AI-generated information with caution, particularly regarding critical consumer details, and to verify such information through official and authoritative sources.