AI customer service systems obstruct access to human support in China
Chinese banks, e-commerce platforms and financial companies deployed AI customer service systems that made it difficult for consumers to reach human support, requiring multiple requests and navigating hidden menu options. The China Consumer Association documented increased complaints about 'false promises' and 'difficulty accessing human service'. China's government issued a national standard in September 2026 requiring clear human service access and proper coordination between AI and human agents.
What happened
Reporters tested nearly 30 Chinese financial institutions and internet platforms between 4–6 September 2026 and found that many used AI customer service systems that made it difficult for consumers to reach human support. Most platforms required customers to request 'human service' multiple times, with some banks requiring 2–3 requests before connecting to a person.
Many platforms hid human service entries deep within multiple menu layers or only mentioned them after suggesting call termination. WeChat Pay redirected users to button-press menus with no human option visible. Meituan and Pinduoduo only disclosed the human service entry ('press 0') after voice systems indicated the call would end. Didi Chuxing buried the human option multiple levels deep in service selections.
AI systems did not stop suggesting they could resolve issues even after customers repeatedly requested human service. When customers finally connected to human support, they faced long wait times and were sometimes discouraged from proceeding. Some AI systems made commitments about refunds or compensation that human agents later said did not represent the platform's final position.
Reported impact
Consumers reported frustration with AI customer service systems preventing timely resolution of problems. China Consumer Association data showed that post-sale service issues accounted for 26.79% of complaints in the first half of 2026, with 'false promises' and 'difficulty accessing human service' emerging as specific concerns related to expanding AI deployment.
Consumers described the experience as a frustrating game, with AI systems appearing as a barrier to service rather than a tool. Issues that should resolve in minutes extended to 30 minutes or longer. Some consumers reported contradictions between AI commitments and what human agents would actually authorize, creating uncertainty about the validity of information received.
Index analysis
The national standard 《顾客联络服务 人工与智能客户服务协同要求》 (GB/T 47746–2026) took effect on 1 September 2026 to establish coordination between human and AI customer service. The standard identified existing problems including 'arbitrary task allocation, service transition breakdown, poor data synchronization, and inconsistent service quality.' It requires clear human service entry points, seamless switching with information synchronization, and human handling of complex or safety-related issues.
The standard specifies that for matters involving price, discount, refund, compensation, or contract changes, AI can explain rules and collect materials but final confirmation must come from human service or a standardized process. Consumers requesting human service should receive prompt connection, and platforms must disclose estimated wait times.
Governance controls
China's national standardization bodies issued GB/T 47746–2026 as a recommended national standard to establish unified norms and evaluation criteria for human-AI customer service coordination. However, as a recommended rather than mandatory standard, it provides guidance rather than legal enforcement.
Classification
Sources and evidence
This record was researched and written by the Index, based on the following original reporting.