In the first half of 2026, consumer associations nationwide received a total of 985,928 consumer complaints, marking a 1.01% decrease year-on-year. Among these complaints, after-sales service issues constituted the largest share, accounting for 26.79%. AI customer service has emerged as a fresh focal point for consumer grievances, with reports primarily highlighting issues such as AI customer service making false promises, the difficulty in reaching human customer service representatives, and the inaccuracy of content generated by AI. For instance, consumers often struggle to locate the option to speak with a human representative when returning goods purchased online, or their repeated requests to 'connect me to a human agent' are ignored by the AI customer service system. Some companies exploit complex procedures to deter less 'tenacious' users, thereby cutting down on the costs associated with safeguarding consumer rights. In response to these concerns, the State Administration for Market Regulation has rolled out new national standards. These standards mandate that platforms must offer multiple, easily accessible channels for users to connect with human agents and ensure automatic transfer to human customer service in specific situations.