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中国消费者协会观点：人工智能服务非万能消费使用需谨防误导,中国消费者协会观点：人工智能服务非万能消费使用需谨防误导_我的网站

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A | 　　目前，以大语言模型为核心的生成式人工智能技术正加速融入消费生活各类场景。人工智能在提升消费便利和服务效率的同时，因信息生成具有一定不确定性，也可能出现信息不准确、表述不严谨、承诺与实际情况不一致等问题。

Photo: Screenshot from an online blogger's video
Following reports circulating online about the use of formaldehyde solution during bulk purchases and transportation of cabbages and county-level authorities in North China's Hebei Province confirming its illegal use, Chinese relevant authorities have promptly guided local authorities to conduct investigations, according to CCTV News on Sunday.
The office of the food safety commission of the State Council, the Ministry of Agriculture and Rural Affairs, and the State Administration for Market Regulation have instructed local authorities to conduct investigations, handling the incident strictly and expeditiously in accordance with the law, trace the distribution of the implicated cabbages, and prevent problematic products from entering the market.
In addition, local governments nationwide have also been urged to immediately carry out special sampling inspections and market checks on perishable vegetables such as cabbage. Any violations of laws and regulations discovered will be severely punished without leniency, the report noted.
County-level authorities in North China's Hebei Province have confirmed its illegal use to preserve freshness after a preliminary investigation, according to a statement on Saturday. Police have taken legal compulsory measures against the individuals involved and the vehicles concerned, and the case is under further investigation, according to a statement by local authorities on Saturday.
According to The Paper, a blogger posted a video on August 22 claiming that, in Kangbao county of Zhangjiakou, several batches of cabbages were randomly selected for inspection, and all were found to have been dipped in formaldehyde solution before being loaded onto trucks to preserve their freshness.
The statement by authorities in Kangbao county on the same day noted that authorities immediately organized relevant departments, including those responsible for agriculture and rural affairs, market regulation, and public security authorities, to conduct an on-site investigation.
A preliminary investigation has confirmed that the situation shown in the video is genuine. The incident involved the wholesaler illegally using formaldehyde solution during the loading and transportation of vegetables in an attempt to preserve their freshness. The public security authorities have taken legal compulsory measures against the individuals involved and the relevant vehicles. The case is currently under further investigation, per the statement.
At the same time, authorities are urgently tracing the distribution and destination of the affected cabbages. The county is also conducting a comprehensive inspection of vegetable purchasing, transportation, and sales activities to identify and address similar violations.
"Any illegal or non-compliant practices discovered will be dealt with strictly in accordance with the law to ensure the safety of the vegetable supply," the statement read.
In an attempt to improve the appearance of the cabbages and reduce losses during transportation, the wholesalers took the risk of using formaldehyde to preserve them. The nature of the violation is extremely serious and utterly absurd, according to a commentary article published by People's Daily on Saturday.
China's Law on Food Safety and on Quality and Safety of Agricultural Products stipulate that the use of freshness-preserving agents, preservatives and other substances in the packaging, preservation, storage and transportation of agricultural products must comply with national food safety standards. Formaldehyde, classified as a Group 1 carcinogen, is strictly prohibited from being added or used.
"The wholesalers focused solely on their immediate economic interests while completely disregarding the lives and health of consumers have crossed a legal red line and breached the moral bottom line, while also damaging the good reputation of local agricultural products and causing innocent losses to local farmers who comply with regulations," People's Daily wrote.
Global Times
。例如，提供与实际不符的费率信息、作出难以兑现的赔付表述、提供片面或欠审慎的法律建议等，可能影响消费者判断和选择，甚至造成经济损失。　　根据相关舆情和全国消协组织近期接收的相关投诉情况，人工智能服务引发的消费问题，在不同应用场景下具有不同特点。消费者日常接触的人工智能大体可分为两类：一类是面向公众的通用生成式人工智能服务，主要根据公开信息、模型训练数据和用户提问生成回答，一般不代表具体经营者的官方意见；另一类是经营者部署使用的人工智能客服工具，直接参与商品介绍、费用说明、活动解释、售后处理等经营服务环节。　　一、通用生成式人工智能：应明确参考属性，防止误导消费决策　　面向公众的通用生成式人工智能服务并非特定经营者的代言主体，其生成内容一般不能直接视为平台或商家的正式承诺，也不能替代合同约定及权威机构意见，主要发挥信息辅助和参考作用。实践中，一些通用生成式人工智能在消费咨询和维权辅助过程中，可能出现对消费者遭受的损失作出缺乏依据的兜底承诺，对诉讼结果作出过度确定性判断、提供错误的诉讼管辖等法律指引，甚至生成并不存在的款项缴存、案件办理等虚假信息。如果消费者对上述生成内容缺乏必要辨别，未通过经营者官方渠道、合同文本或者有关权威渠道进一步核实，可能据此作出错误的退费、维权、诉讼等决定，不仅影响正常消费决策和依法维权，还可能造成经济损失。《生成式人工智能服务管理暂行办法》明确规定，人工智能服务提供者应基于服务类型特点，采取有效措施，提升生成式人工智能服务的透明度，提高生成内容的准确性和可靠性。明确并公开其服务的适用人群、场合、用途，指导使用者科学理性认识和依法使用生成式人工智能技术。　　中国消费者协会建议，面向公众的通用生成式人工智能服务提供者进一步强化重点场景风险提示和信息质量管理。

B | 在涉及金融理财、生活服务、维权决策等与消费者重要权益密切相关的场景中，应通过适当方式提示人工智能生成内容的局限性，提醒消费者对重要信息进一步核实；同时，持续优化模型准确性，完善内容审核、风险预警和纠错机制，提升答复质量，尽可能减少错误信息和容易引发误解的内容，降低消费者因过度依赖人工智能生成信息而遭受损失的风险。　　二、经营者部署的人工智能客服：不能因技术介入弱化经营者责任　　经营者自行部署的人工智能客服工具，是其经营服务链条的组成部分。实践中，一些人工智能客服可能出现价格费用说明与实际不一致、优惠活动规则解释不准确、重要限制条件提示不足等问题；在发生争议后，个别经营者还可能以“人工智能自动生成”“系统自动回复”等为由，与相关答复进行责任切割，逃避应承担的责任。上述问题容易使消费者对交易价格、费用构成和售后服务等产生错误认识，影响消费者的知情权和公平交易权。《消费者权益保护法》规定，消费者享有知悉其购买、使用的商品或者接受的服务的真实情况的权利。经营者对消费者就其提供的商品或者服务的质量和使用方法等问题提出的询问，应当作出真实、明确的答复。　　中国消费者协会敦促部署人工智能客服工具的经营者加强审核和管理，确保人工智能客服提供的信息与商品服务实际情况、价格费用、活动规则、合同约定和售后政策保持一致，并提供便捷有效的人工客服和纠纷解决渠道。经营者利用人工智能提高经营服务效率的同时，应建立相应的责任承接机制；对于人工智能客服在经营服务过程中向消费者作出的涉及价格、费用、售后等重要答复，不能仅以“算法自动生成”等理由简单免责，更不能通过相关声明不合理减轻或者免除依法应承担的责任。　　中国消费者协会呼吁有关部门进一步完善人工智能在消费领域应用的相关规范，结合不同服务类型和应用场景，进一步明晰服务提供者、经营者等主体的责任边界和治理要求，推动形成权责清晰、规范有序的人工智能消费服务环境。