杭州余杭：“AI调解员”上岗记

Core Viewpoint - The introduction of the "AI Mediator" by the Yuhang District Market Supervision Administration significantly enhances the efficiency of resolving online consumer disputes, reducing the need for human intervention and improving consumer trust. Group 1: AI Mediator Implementation - The "AI Mediator" was launched in April 2024 to address the high volume of online consumer complaints, which exceeded 400,000 in the first half of the year [4][5] - The AI system automates tasks such as outbound calls and case entry, leading to a 30% increase in mediation efficiency, especially during peak complaint periods like "Double Eleven" and "618" [5][8] - Since its launch, the "AI Mediator" has completed 231,400 pre-mediation cases, achieving a 73% completeness rate in key information collection and over 90% consumer connection rate [8] Group 2: Operational Efficiency - The AI system has reduced the average response time in conversations from 3 seconds to 0.7 seconds, enhancing the interaction quality [6] - The AI Mediator can handle various open-ended questions and adapt to unexpected dialogue interruptions while maintaining emotional stability [6][8] - The system has successfully resolved 8% of disputes without the need for human intervention, significantly increasing the daily mediation volume to over 2,200 cases [8] Group 3: Legal Knowledge and Training - The "AI Mediator" is equipped with a comprehensive database of laws, including the Consumer Rights Protection Law, allowing it to apply relevant legal provisions in real-time during mediations [8] - The AI has undergone multiple iterations and training using over 2 million historical complaint data to refine its mediation techniques and strategies [6][8] - Continuous optimization efforts aim to enhance the user-friendliness of the AI Mediator, with plans to integrate it further into the 12315 complaint system [8]