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中国消费者协会观点：人工智能服务非万能 消费使用需谨防误导,中国消费者协会观点：人工智能服务非万能 消费使用需谨防误导_我的网站

一 |     CANBERRA, Australia -- A Chinese Australian journalist who was convicted on murky espionage charges and detained in China for three years has returned to Australia, Prime Minister Anthony Albanese said Wednesday.Cheng Lei, 48, worked for the international department of China's state broadcaster CCTV. She has reunited with her two children in Melbourne, Albanese said.Her return comes ahead of Albanese’s planned visit to Beijing this year on a date yet to be announced. He will become the first Australian prime minister to visit the Chinese capital in seven years.Albanese said Australia had traded nothing with China for Cheng's release.“Her release follows the completion of judicial processes in China,” he said.China’s Ministry of State Security said that Cheng had been approached by a foreign organization in May 2020 and provided them with state secrets she had obtained on the job in violation of a confidentiality clause signed with her employer. A police statement did not name the organization or say what the secrets were.A court in Beijing convicted her of illegally providing state secrets abroad and she was sentenced to two years and 11 months, the statement said. She was deported Wednesday after serving her sentence, presumably because she had already been detained for that long .“Her return brings an end to a very difficult few years for Ms. Cheng and her family," Albanese said. "The government has been seeking this for a long period of time and her return will be warmly welcomed not just by her family and friends but by all Australians.”The FreeChengLei account on X, formerly known as Twitter, posted a photo of Cheng with Australian Foreign Minister Penny Wong and Australia's ambassador to China, Graham Fletcher.The post included a quote, apparently from Cheng, that read: “Tight hugs, teary screams, holding my kids in the spring sunshine. Trees shimmy from the breeze. I can see the entirety of the sky now! Thank you Aussies.”Albanese’s government has been lobbying for the release of Cheng and another Chinese Australian held in China since 2019, Yang Hengjun.Bilateral relations have improved since Albanese's center-left Labor Party was elected after nine years of conservative rule. Beijing has lifted several official and unofficial trade barriers on Australian exports.Albanese's reference to China's judicial system suggested that Cheng had recently been sentenced after she was convicted in a closed-court trial last year on national security charges.Questioned by a reporter, Albanese said China was not acknowledging through Cheng's release that she posed no threat or had been wrongfully detained.“No, China would have not have said that that's the position. China would say that the judicial processes have been completed in China,” Albanese said.Chinese Foreign Ministry spokesperson Wang Wenbin said that the Chinese judicial system tried the case “in accordance with the law, fully safeguarding the rights enjoyed by the person concerned in accordance with the law.”Albanese said he spoke to Cheng in Melbourne, where her children have been living with her mother, and that they discussed a letter she had written to the Australian public in August to mark the third anniversary of her detention. The Chinese-born journalist spoke in her letter about her love for her adopted country.In the letter, she also described her living conditions in detention in China, saying she was allowed to stand in sunlight for just 10 hours a year.“She is a very strong and resilient person ... and when I spoke with her she was delighted to be back in Melbourne,” Albanese said.Albanese did not say whether Yang was also likely to be released.“We continue to advocate for Dr. Yang’s interests, rights and wellbeing with the Chinese authorities at all levels,” Albanese said.Yang, a 58-year-old writer and democracy blogger, told his family in August he fears he will die in a Beijing detention center after being diagnosed with a kidney cyst, prompting supporters to demand his release for medical treatment.Yang has been detained in China since January 2019, when he arrived in Guangzhou from New York with his wife and teenage stepdaughter.Yang received a closed-door trial on an espionage charge in Beijing in May 2021 and is still awaiting a verdict.Yang's friend, University of Technology Sydney academic Feng Chongyi, said on Wednesday a verdict had been postponed for three months 11 times and the next possible ruling was January.He said Cheng’s release was good news for Yang. “I do hope Yang is treated in the same way. Given Yang’s poor health, his release is actually more urgent,” Feng said.___Associated Press writer Ken Moritsugu in Beijing contributed to this report.___This story corrects the name of the Chinese security agency.。

二 |     　　目前，以大语言模型为核心的生成式人工智能技术正加速融入消费生活各类场景。

三 | 人工智能在提升消费便利和服务效率的同时，因信息生成具有一定不确定性，也可能出现信息不准确、表述不严谨、承诺与实际情况不一致等问题。例如，提供与实际不符的费率信息、作出难以兑现的赔付表述、提供片面或欠审慎的法律建议等，可能影响消费者判断和选择，甚至造成经济损失。　　根据相关舆情和全国消协组织近期接收的相关投诉情况，人工智能服务引发的消费问题，在不同应用场景下具有不同特点。消费者日常接触的人工智能大体可分为两类：一类是面向公众的通用生成式人工智能服务，主要根据公开信息、模型训练数据和用户提问生成回答，一般不代表具体经营者的官方意见；另一类是经营者部署使用的人工智能客服工具，直接参与商品介绍、费用说明、活动解释、售后处理等经营服务环节。　　一、通用生成式人工智能：应明确参考属性，防止误导消费决策　　面向公众的通用生成式人工智能服务并非特定经营者的代言主体，其生成内容一般不能直接视为平台或商家的正式承诺，也不能替代合同约定及权威机构意见，主要发挥信息辅助和参考作用。实践中，一些通用生成式人工智能在消费咨询和维权辅助过程中，可能出现对消费者遭受的损失作出缺乏依据的兜底承诺，对诉讼结果作出过度确定性判断、提供错误的诉讼管辖等法律指引，甚至生成并不存在的款项缴存、案件办理等虚假信息。如果消费者对上述生成内容缺乏必要辨别，未通过经营者官方渠道、合同文本或者有关权威渠道进一步核实，可能据此作出错误的退费、维权、诉讼等决定，不仅影响正常消费决策和依法维权，还可能造成经济损失。《生成式人工智能服务管理暂行办法》明确规定，人工智能服务提供者应基于服务类型特点，采取有效措施，提升生成式人工智能服务的透明度，提高生成内容的准确性和可靠性。明确并公开其服务的适用人群、场合、用途，指导使用者科学理性认识和依法使用生成式人工智能技术。

四 | 　　中国消费者协会建议，面向公众的通用生成式人工智能服务提供者进一步强化重点场景风险提示和信息质量管理。

五 | 在涉及金融理财、生活服务、维权决策等与消费者重要权益密切相关的场景中，应通过适当方式提示人工智能生成内容的局限性，提醒消费者对重要信息进一步核实；同时，持续优化模型准确性，完善内容审核、风险预警和纠错机制，提升答复质量，尽可能减少错误信息和容易引发误解的内容，降低消费者因过度依赖人工智能生成信息而遭受损失的风险。　　二、经营者部署的人工智能客服：不能因技术介入弱化经营者责任　　经营者自行部署的人工智能客服工具，是其经营服务链条的组成部分。

六 | 实践中，一些人工智能客服可能出现价格费用说明与实际不一致、优惠活动规则解释不准确、重要限制条件提示不足等问题；在发生争议后，个别经营者还可能以“人工智能自动生成”“系统自动回复”等为由，与相关答复进行责任切割，逃避应承担的责任。上述问题容易使消费者对交易价格、费用构成和售后服务等产生错误认识，影响消费者的知情权和公平交易权。《消费者权益保护法》规定，消费者享有知悉其购买、使用的商品或者接受的服务的真实情况的权利。经营者对消费者就其提供的商品或者服务的质量和使用方法等问题提出的询问，应当作出真实、明确的答复。　　中国消费者协会敦促部署人工智能客服工具的经营者加强审核和管理，确保人工智能客服提供的信息与商品服务实际情况、价格费用、活动规则、合同约定和售后政策保持一致，并提供便捷有效的人工客服和纠纷解决渠道。经营者利用人工智能提高经营服务效率的同时，应建立相应的责任承接机制；对于人工智能客服在经营服务过程中向消费者作出的涉及价格、费用、售后等重要答复，不能仅以“算法自动生成”等理由简单免责，更不能通过相关声明不合理减轻或者免除依法应承担的责任。　　中国消费者协会呼吁有关部门进一步完善人工智能在消费领域应用的相关规范，结合不同服务类型和应用场景，进一步明晰服务提供者、经营者等主体的责任边界和治理要求，推动形成权责清晰、规范有序的人工智能消费服务环境。同时提醒广大消费者理性认识通用生成式人工智能的信息辅助和参考属性，对涉及价格费用、合同条款、售后服务、法律责任等重要消费信息，不宜仅依据人工智能生成内容作出决定，应通过经营者官方渠道、合同文本、监管部门及其他权威渠道进行核实确认。

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