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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”。

二 |     Islamabad, Oct 21 (UNI) In a major legal victory for the ruling coalition on Friday, the Election Commission of Pakistan (ECP), in a consensus verdict in Toshakana reference, disqualified former prime minister Imran Khan and ruled that the PTI chairman is no more a member of National Assembly.

Criminal proceedings will be initiated against the PTI chairman for misdeclaration, the verdict said.

The ECP stated that Imran Khan submitted a false affidavit and was found involved in corrupt practices under Article 63(1)(p).

Under the said article, a lawmaker is disqualified for the time being from being elected or chosen as a member of the Majlis-e-Shoora (parliament) or of a provincial assembly.

The decision was taken unanimously by the ECP’s five-member bench but the Punjab member Babar Hassan Bharwana was not present today as he was unwell.

"As sequel to our abovementioned findings, facts available on record and keeping in view the argument of learned counsel for parties herein, we are of the considered opinion that the Respondent has become disqualified under Article 63(1)(p) of the Constitution read with Section 137,167 and 173 of the Elections Act,2017, consequently he ceases to be a member of the National Assembly of Pakistan and his seat has become vacant accordingly," the ECP order stated.

"As the respondent has made false statements and incorrect declarations, therefore he has also committed the offence of corrupt practices defined under Section 167 and 173 of the Elections Act,2017, punishable under Section 174 of the Elections Act, 2017. Office is directed to initiate legal proceedings and to take follow-up action under Section 190(2) of the Elections Act, 2017."

The verdict was announced amid tight security in the Red Zone where at least 1,100 police officials were deployed under the command of a senior superintendent of police to control the law and order situation in the area. The officer was assisted by five superintendents and six deputy superintendents of police.

The ECP had reserved its verdict in the Toshakhana case on September 19 after arguments were completed from both sides. A five-member bench of the ECP, headed by Chief Election Commissioner Sikandar Sultan Raja, heard the case.

Fawad Chaudry said the Election Commission’s attitude had been the worst. “We never pinned any hopes on it.”

“This is a shameful decision. They have disgraced the 220-million-strong-nation.”

Meanwhile, PPP Chairman Bilawal Bhutto said that the Election Commission of Pakistan has found Imran Khan guilty of corrupt practices and now stands disqualified.

“He who would spread lies about the alleged corruption of his political opponents has been caught red-handed," Bilawal said.

Moreover, PML-N Vice President Maryam Nawaz demanded Imran Khan be arrested after he was found guilty of corrupt practices.

“Pakistan's first certified liar and certified thief disqualified with irrefutable evidence of theft,” the PML-N leader said.

She alleged that the husband and wife together looted the national kitty.

In August 2022, National Assembly Speaker Raja Pervaiz Ashraf sent a reference to the ECP under Articles 62A, 63A, and 223, seeking former prime minister Imran Khan’s disqualification in the light of the Toshakhana scam, according to Geo news reports.

The disqualification reference was filed by Ali Gohar Khan, PML-N’s Mohsin Nawaz Ranjha, and five others.

The assessed value of the gifts has been put at Rs 142,042,100. The gifts were received between August 2018 and December 2021.

According to PML-N MNA Ranjha, Khan concealed information about the gift of watches by Saudi Arabia’s Crown Prince Mohammad bin Salman in his statement of assets submitted in 2018-2019.

This withholding of information is tantamount to lying which, according to Ranjha, is a crime under Section 137.

UNI GNK。

三 | 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。

四 | 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。

五 | 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。

六 | 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。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。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。

七 | 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:06:06:36