A report released by the China Consumers Association (CCA) on consumer complaints during the first half of 2026 identified AI customer service as a new major source of consumer disputes. The complaints mainly involve three issues: companies making it difficult for customers to reach human representatives; AI customer-service systems making explicit promises about fees, discounts, or promotions that businesses later refuse to honor; and general-purpose AI generating factually incorrect information that misleads consumers and causes financial losses.
The CCA said some businesses have treated AI primarily as a cost-cutting tool rather than a means of improving customer service. In more serious cases, businesses allegedly allow AI systems to make promises despite knowing that their responses may be inaccurate or overly generous, only to reject those commitments after consumers complete transactions by claiming that “AI responses do not represent the company’s position.”
The CCA cited a used-car dispute as an example. An AI customer-service system told a consumer that the vehicle price included transfer and license-plate registration fees. After the consumer paid a deposit, however, the dealer demanded an additional transfer fee, raising questions about whether the discrepancy resulted from technical errors or an attempt to evade responsibility.
The CCA called on businesses to ensure that deploying AI customer service represents an upgrade in service—not a downgrade in accountability.
Source: People’s Daily, August 20, 2026
https://paper.people.com.cn/rmrb/pc/content/202608/20/content_30176052.html