China Consumers Association warns of AI service risks

The China Consumers Association (CCA) has issued a warning regarding the uncertainties and potential risks associated with using artificial intelligence services in consumer scenarios. As generative AI becomes increasingly integrated into daily life, the CCA noted that inaccuracies, imprecise expressions, and inconsistencies between AI-generated information and actual circumstances can lead to consumer errors and economic losses.

The association distinguishes between two types of AI services. First, general generative AI services, which act as information aids rather than official representatives of a business. The CCA warns that these services may provide incorrect legal guidance or unfounded promises, and consumers should not rely on them for critical decisions regarding contracts or legal rights without official verification.

Second, AI customer service tools deployed by businesses. The CCA emphasizes that companies cannot use “algorithmically generated” or “system automatically replied” as excuses to evade legal responsibilities. Businesses are urged to ensure that AI-provided information regarding pricing, fees, and after-sales policies remains consistent with actual service terms and to provide accessible human customer service channels to resolve disputes.