Issued: May 25, 2026
Effective: September 1, 2026
Main contents: This document addresses the latest trends in the development of the customer contact service industry, where intelligent customer service and live customer service are closely integrated, and focuses on resolving the core issue of balancing customer service efficiency and service experience in such a context.
State Administration for Market Regulation and National Standardization Administration, Customer Contact Service—Requirements for Collaboration Between Live and Intelligent Customer Services
国家市场监督管理总局、国家标准化管理委员会顾客联络服务人工与智能客户服务协同要求
National standards are issued for live and intelligent customer services / CLP Reference: 5600/26.05.25 ; Issued: 2026-05-25 ; Effective: 2026-09-01
By Susan Mok