
A | 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。

B | 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。 The UN General Assembly in New York is meeting Tuesday to discuss ways to make the Security Council more representative and equitable.,The meeting, convened by General Assembly President Abdulla Shahid in a letter dated July 7, is tasked with deliberating the “question of equitable representation and an increase in the membership of the Security Council and other matters related to the Security Council.” Sahid is expected to present a draft oral decision “following consultations” with General Assembly members.,A draft presented on the UN’s website reaffirms “the central role of the General Assembly concerning the question of equitable representation on and increase in the membership of the Security Council,” and expresses “the commitment of heads of state and government representing the peoples of the world to instill new life in the discussions on the reform of the Security Council.”,The draft proposes the continuation of “intergovernmental negotiations on Security Council reform” at the upcoming 77th General Assembly in September, including the creation of an “open-ended working group” to discuss the matter.,Background,Created as part of the United Nations after the end of the Second World War, the Security Council consists of the world’s five major nuclear powers (Russia, China, the United States, France, and Britain) and 10 rotating non-permanent members. Collectively, their main goal is the maintenance of international peace and security.,A key difference between the UN and its Security Council and the League of Nations – the defunct intergovernmental organization formed in the aftermath of the First World War, is the inclusion in the former of the right for each permanent member to veto substantive resolutions made by other members, such as accepting new members into the UN, or authorizing the use of force against another country.,The veto concept was a hard-fought victory of the Soviet delegation at the San Francisco conference on the UN’s formation. Moscow argued for the right of veto to prevent one or more major powers from ganging up on others to pursue national geopolitical, economic, or military interests at the expense of others using the UN platform to provide such actions with legitimacy.,The veto principle enabled the Security Council and the UN generally to the survive multiple international crises, both during the Cold War and in the three decades after 1991, and ensured that the UN did not collapse, as its League of Nations predecessor did, in times of crisis.,Putin on 75th Anniversary of WWII: Shared Responsibility to History and Future18 June 2020, 19:47 GMT,Why Reform Now?,The Security Council underwent two major reforms: in 1965, when the original non-permanent membership was increased from six to ten to account for the emergence of new countries in the Global South after the collapse of European colonial empires, and in 1971, when the US dropped its veto to allow the People’s Republic of China to take up its rightful seat at the Security Council, replacing Taiwan.,Discussions on reforming the Security Council began anew in the early 1990s, as the United States and its allies, convinced of their triumph and status as leaders of a new global order following the collapse of the USSR, began discussing the "end of history" and conceptualizing ways to make the 21st century an “American century.” On the other side of the debate, rising powers from the Third World began pushing to reform the UN to make it more representative of their interests.,In 2005, rising economic giants India and Brazil, as well as Germany and Japan, the defeated Axis powers, formed the so-called G4 group of nations to support one another’s push for permanent Security Council membership. In 2005, then-UN Secretary General Kofi Annan put forward a proposal to expand the council to 24 members, either by creating six new permanent members and three new non-permanent ones, or eight new non-permanent members of a new class of rotating members and one additional non-permanent seat. In 2017, the G4 announced their readiness to temporarily accept non-veto wielding status to become permanent Security Council members.,Opponents of reforming the Security Council have made arguments on the basis of perceived balance of power-related concerns, such as Pakistan opposing India’s permanent membership, or Spain and Italy opposing German membership, South Korea opposing Japanese membership, and major Latin American powers like Argentina, Mexico, and Colombia opposing Brazil’s membership. Other rising powers, such as Turkey, have argued in favor of the Security Council’s expansion to better represent Asian, Latin American, and African countries.,Moscow has paid a heavy price for its permanent membership in the Security Council, first through its central role in defeating Nazi Germany and Japan during the Second World War, and then in 1991, by taking upon itself the entirety of the USSR’s $66 billion perestroika-era debt after the country’s collapse. But Russia has also expressed support for reforming the body to better represent developing nations, particularly India and Brazil, as well as a candidate from Africa. At BRICS summits in 2021 and 2022, Russia and China reiterated their continued support for improving the BRICS’ status at the UN, including via a comprehensive reform of the Security Council.,Iran Asks to Join BRICS27 June, 17:19 GMT,In recent months, these calls have grown louder, with Russian Foreign Minister Sergei Lavrov indicating in April that countries from the Global South would be an excellent way to curb the “unilateralism” of the West at the UN.,Last week, Russian Ambassador to China Andrei Denisov reaffirmed Russia’s readiness to discuss the expansion of the Security Council to provide membership to India and Brazil, but not US allies Germany and Japan.,“Russia is calling for the expansion of the UN Security Council based on a broad consensus. It requires increasing the proportionate share of African, Asian and Latin American countries for the UN Security Council to be able to reflect the aspirations of people around the world and be a more democratic body,” Denisov said, speaking at the World Peace Forum in Beijing on July 4.,“At the same time, I would like to be frank – we aren’t ready to support the accession of actors such as Germany and Japan. We don’t see any added value from their potential accession. Given the current balance on the Council – or imbalance, I should say, the membership of the two aforementioned candidates is unlikely to strengthen it, rather it will make the imbalance even more striking,” the diplomat stressed.,An Idea Whose Time Has Come?,“It appears that all nations are aware that the UNSC must become more inclusive and representative of the reality of today’s world,” says Paolo Raffone, director of the CIPI Foundation, a Brussels-based think tank.,According to the observer, apart from the 1971 modification of the Council to reflect China taking over Taiwan’s seat, the UNSC of today still largely “reflects the world of 1945.”,“For many years the UNSC has been blocked by cross-veto proceedings, affecting stability and peace in the world. Unblocking the UNSC is the most urgent need for all nations wishing for the effectiveness of a rule-based international systems,” Raffone argues.,Raffone favors adding BRICS countries into the mix, pointing to their collective status representing “the largest share of world population, land and [purchasing power parity],” as well as “spectacular” economic growth over the past two decades. “Their inclusion in the UNSC would certainly strive to keep globalization alive under new rules and governance,” and reduce problems such as lack of democracy, poor geographical representation, and “lack of legitimacy for ensuring global governance” of the current body, he believes.,The observer emphasizes, however, that for any reform initiative to succeed, two-thirds of the UN’s member states would have vote for and ratify it, with every permanent member of the Security Council also needing to agree – no easy task to pull off.,EXCLUSIVE: New Delhi Does Not Support Attempts to Isolate Russia, Says Russian Ambassador to India5 July, 10:29 GMT,New Multipolar World Order,“The enlargement of the UN Security Council would formally certify, on the international level, the transition from US unipolarism to the new multipolar architecture. It would be an epochal event!” says Tiberio Graziani, chairman of Vision & Global Trends: International Institute for Global Analyses, an Italy-based international affairs think tank.,Graziani is convinced that the benefits from the body’s expansion would be multifold, including rebalancing power in international organizations “hitherto essentially ‘Westernist’” and “hegemonized” by the West. “Above all,” he says, “enlargement would be essential to ensure greater stability” in the “turbulent geopolitical and geo-economic transition” that the present moment represents.,The observer stresses that any reforms would need to be gradual to prevent an institutional crisis, but admits that “some reforms must be radical,” given the organization’s dominance by Western powers.,Like Raffone, Graziani supports the increased visibility of BRICS nations in the body, citing their outsized significance to global security and the economy and underrepresentation in this sense.,“At the moment we are in a particular situation: on the one hand there is the West led by the United States and the British which constitutes a conservative pole that aims to maintain a hegemonic role on a planetary level, on the other hand there is a set of nations (basically the BRICS countries) which demand a greater presence in global decisions. Within the framework of the UN, the contribution of the BRICS countries would be fundamental since it would guarantee a balance that has not been there so far,” Graziani believes.,The observer stresses that there simply is no alternative to the UN’s authority in international affairs, and that subsequently, “a new, more balanced (multipolar) international forum needs to be set up” in the present situation.。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。

C | 《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。 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。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。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。

D | 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。

E | 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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