China Reports Surge in Complaints About AI Customer Service Systems

China's Consumer Association released a report highlighting a significant increase in complaints involving virtual customer service assistants. Consumers have reported difficulties accessing human representatives, false promises made by AI systems regarding costs and promotions, and inaccurate responses. Tests conducted by a local television station demonstrated the practical challenges: multiple requests to speak with a human agent on a video platform took approximately six minutes to connect. Companies employ tactics such as repetitive responses and multiple redirects that hinder access to human support. When consumers attempt to hold companies accountable for promises made by AI, the companies argue that such responses do not represent official positions and lack legal validity. According to Chinese consumer protection law, information provided about products and services must be accurate and complete. Experts note that while AI systems lack independent legal responsibility, the content they generate is part of the services offered by companies and should be subject to the same standards of accuracy and honesty.