杭州现全国首位“AI调解员”

Core Insights - The introduction of the "AI Mediator" in Hangzhou has significantly improved the efficiency of consumer dispute resolution during major shopping events like "Double 11" [1][3] - The AI Mediator has processed over 300,000 consumer disputes, with 12% resolved without human intervention, showcasing its effectiveness [2] Group 1: AI Mediator Development - The AI Mediator has evolved through multiple versions, with the latest 3.0 version capable of engaging with both consumers and merchants, enhancing its mediation capabilities [2] - Prior to its deployment, the AI Mediator was trained on over 2 million complaint data entries and relevant consumer protection laws, allowing it to respond with high emotional and logical intelligence [2] Group 2: Consumer Protection Initiatives - Hangzhou is developing additional AI tools such as "AI Call Center" and "AI Analyst" to further enhance the efficiency of consumer complaint handling [3] - The establishment of the first cross-border consumption service station in Hangzhou allows for effective mediation of international shopping disputes, with a follow-up rate of 100% and a success rate of 85% [3] Group 3: Impact on Consumer Experience - The integration of AI technologies in consumer services aims to reduce waiting times and improve overall consumer experience during high-demand shopping periods [3][4] - The recent "Double 11" event marked a significant application of smart technologies in reshaping consumer experiences, while also highlighting the increasing pressure for consumer rights protection [4]