浙江首创“一键和解”和“AI调解员”

Group 1 - The core idea of the news is the innovative "one-click resolution" mechanism for offline disputes in Zhejiang, which enhances consumer experience and satisfaction [1] - Zhejiang's consumer satisfaction index has significantly improved from 80.43 in 2017 to 90.46 in 2024, marking a 10-point increase over seven years [1] - Seven cities in Zhejiang have consistently ranked among the top in consumer satisfaction nationwide, providing a model for consumer environment governance [1] Group 2 - The "one-click resolution" model connects consumers directly with businesses through platforms like Alipay, allowing complaints to be initiated via payment bills [1] - The system has a 96-hour response time for businesses, with an 88% self-resolution rate for disputes [1] - The introduction of the first "AI mediator" in Yuhang District has further improved dispute resolution efficiency by 26.7%, handling 100,000 consumer disputes [2] Group 3 - Zhejiang implemented the first national guidelines for "no-reason returns" in physical stores in 2017, fostering a culture of "worry-free returns" [2] - As of now, 98,000 businesses in the province have committed to the no-reason return policy, with total return and exchange amounts exceeding 290 million yuan [2] - This initiative has created a positive cycle where businesses take responsibility and consumers feel secure in their purchases [2]