On September 1, 2026, the national standard "Customer Contact Services - Requirements for Collaboration between Human and Intelligent Customer Service" (GB/T 47746-2026) officially took effect. It is China's first national standard specifically regulating the collaboration mechanism between human and AI customer service, directly targeting three major industry pain points: poor human transfer mechanisms, AI customer service making random promises, and fragmented service experiences.

The new standard sets clear requirements for the collaboration process, transfer rules and responsibility boundaries between intelligent and human customer service, meaning the widely criticized "AI customer service going in circles, hard to transfer to human" phenomenon will be constrained at the institutional level.

For enterprises heavily using online and telephone customer service, this is an opportunity to standardize service processes. Companies should review their customer service systems against the new standard, clarify transfer strategies between intelligent and human agents, and avoid experience complaints and regulatory risks from non-compliance.