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集思录｜“一键转人工”应成硬性服务底线_我的网站

一 |     很多消费者有这样的经历，网购出了问题想退货，翻遍App都找不到人工客服入口；对着AI客服发送“转人工”，它却只会循环回复“我理解您的心情”。    

    A view of Victoria Harbor, Hong Kong Photo: VCGAs of the beginning of August this year, IPO proceeds in Hong Kong have reached $41 billion, surpassing the full-year total of 2025, and another record is expected this year, an executive of the Hong Kong Exchanges and Clearing (HKEX) has said.
Bonnie Chan, CEO of the HKEX, made the remarks during an event held in Kuala Lumpur, Malaysia, the Hong Kong Economic Journal reported on Tuesday. She noted that in 2025, the city recorded 120 IPOs, raising $39.5 billion and ranking first among global fundraising platforms.
Global capital is refocusing on Asia, particularly China. In the past, capital was highly concentrated in the US market and in just one or two sectors. However, with changes in the political and macroeconomic landscapes, investors have come to recognize the need for risk diversification, and this trend is beneficial to both Malaysia and Hong Kong, said Chan.
Chan called on Malaysian companies to consider listing in Hong Kong to gain access to Chinese mainland investors. Malaysia supported 60 IPOs in 2025, the highest number in 20 years. If companies want to reach a broader investor base and deeper capital pools, Hong Kong is an ideal choice, she added.
Hu Qimu, a professor at the Maritime Silk Road Institute of Huaqiao University, told the Global Times on Wednesday that as a major international financial center, the HKEX's value in global resource allocation has become even more prominent, helping to attract capital from around the world.
During the event, Chan noted that market participants previously believed companies needed China-related business to list in Hong Kong, but this perception has changed in recent years. 
She noted that last year, a Dubai-based baby diaper company with operations concentrated in Africa and Latin America listed in Hong Kong. A few months ago, Indonesian gold mining company Modecta completed its IPO in the city. Neither company generates any revenue in the Chinese mainland. 
Hu noted that the HKEX boasts a broad international investor base, with information disclosure and corporate governance standards that are internationally recognized. 
Moreover, it has become an important platform and intermediary connecting international capital with industries in the Chinese mainland. For foreign companies, listing in Hong Kong is equivalent to opening the door to mainland investors and the pool of yuan capital, Hu added.
Several international financial institutions have also expressed confidence in the Hong Kong capital market. PwC expects Hong Kong's full-year IPO fundraising to reach HK$380 billion ($48.43 billion), with growth momentum expected to continue into 2027, driven by listings of leading Chinese mainland companies and strong interest from international investors in high-growth new economy sectors.
Goldman Sachs said on July 23 that the post-listing performance of new shares in Hong Kong has been quite outstanding. New shares listed between 2025 and 2026 are expected to achieve a median return of about 20 percent and an average return of 60 percent within three months after listing, far exceeding previous years. Goldman Sachs said that market liquidity is ample, and it has predicted that the full-year fundraising in 2026 will reach $60 billion.
Hu noted that backed by the steady and positive trajectory of China's economy and the continuous upgrading of its industrial chains, investment and IPOs in Hong Kong will become more active.
。9月1日起，我国首个聚焦人工客服与智能客服协同机制的国家标准《顾客联络服务 人工与智能客户服务协同要求》将落地实施。（据央视新闻8月22日报道）凭借全天候响应、低成本运维的优势，AI客服已全面融入电商、出行、通信等各类生活服务场景，既帮助企业降本增效，也为消费者带来了便捷高效的基础服务体验。然而，一些短板也随之凸显。今年上半年，售后服务问题占全国消协组织受理投诉的26.79%，其中AI客服应用场景随意扩大、虚假承诺和人工接入困难问题尤为突出，给消费者造成很大困扰。这些问题的背后，是企业过度压缩服务成本的短视行为。有的刻意让AI客服跟用户兜圈子，消耗用户的精力和耐心；有的在AI客服作出虚假承诺后，以“算法生成”为由推卸责任。本应作为沟通桥梁的AI客服，反而成了阻碍沟通的围墙，损害消费者合法权益，也透支企业信誉。这些问题之所以产生，很重要的一个原因就是缺乏相关的统一规范。此次新国标精准填补了行业规范空白，明确规定当用户需人工介入时，要能顺利找到人工客服：入口要清晰，不能层层隐藏；分工要科学，简单的问题交给AI，复杂的纠纷及时交给人工；做好人机的切换，达到条件系统要自动流转到人工。

二 | 新国标落地后，将成为相关部门监管的重要参照，为行业划定了服务底线，引导企业平衡降本与服务质量，推动客服体系转向人机合理分工、协同运作。AI客服无法完全替代有温度、有思考的人工服务。

三 | 复杂的消费纠纷、棘手的维权诉求，终究需要人工客服介入妥善解决。

四 | 新国标让“一键转人工”从消费者的美好期盼，变成企业必须恪守的硬性服务底线。这并非束缚技术创新，而是以制度规范纠正行业乱象，让人机协同真正服务于消费者，为交易顺畅、行业发展营造更好的环境。（王 艺）。

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Published on:10:07:11