According to China Central Television, a batch of new regulations will take effect starting September 2026. Among them, the most attention-grabbing is the national standard "Requirements for Collaboration between Human and Intelligent Customer Service," which will be implemented on September 1st. This is China's first national standard focusing on the collaborative mechanism between human and intelligent customer service, meaning that intelligent customer service is no longer a company's "shield from liability."
The responsibility for AI customer service "miscommunication" lies with the operator
Under the new rules, operators cannot simply use reasons such as "artificial intelligence answers do not represent the company's position" or "algorithm-generated content has no legal effect" to avoid fulfilling commitments. Companies must take responsibility for the content of intelligent customer service responses. This directly addresses the pain point of intelligent customer service "reading but misresponding" without any accountability, formally including AI outputs within the scope of the operator's responsibilities.
At the same time, several other regulations will also come into effect: The "Management Measures for the Development of Micro-Short Plays" will be implemented on September 1st, categorizing micro-short plays based on investment amount and theme into three categories, implementing classified filing, public disclosure, and distribution permits, and listing 11 prohibited contents such as endangering national security, distorting national history, and infringing on minors, requiring AI-generated micro-short plays to add a notice label in a prominent position in each episode; The "Management Measures for Online Marketing of Financial Products" will prohibit the use of terms like "low threshold," "instant arrival," and "low interest rate" for loan products starting September 30th.
New regulations for people's livelihood also take effect simultaneously
Beijing's "Guidelines for the Use of Green Packaging by Food Delivery Merchants" will take effect on September 1st, setting packaging rules for each type of meal based on the soup, temperature, and form of the food, helping to "thin out" food delivery packaging; The amended decision on the "Regulations on the Administration of Housing Accumulation Fund" will take effect on September 20th, removing the requirement for the ratio of rent income when withdrawing for rental housing, adding new scenarios for withdrawal for renovation and property management fees, and reducing the loan review period from 15 days to 10 days. In addition, the entry and exit management regulations will take effect on September 15th, requiring genuine and legal reasons for going abroad to combat overseas fraud and illegal employment; The People's Bank of China and the State Administration for Market Regulation have clearly stipulated that it is forbidden to buy and sell circulating RMB, except for commemorative coins and similar situations; Shanghai has expanded the family sharing usage scope of the accumulated balance in employees' medical insurance personal accounts.
