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中消协发布消费提示：使用人工智能服务需谨防误导_我的网站

胡雪岩

一 | 8 月 25 日消息，中国消费者协会今天发布人工智能服务消费提示，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。 Sputnik spoke with Dr. D. B. Bhaaskara, CEO of the multinational company Roerich Healthcare, about the current state of pharma trade with Russia.,Sputnik: Can you explain the current state of pharma supplies to Russia?,D. B. Bhaaskara: Currently, pharmaceutical shipments of Indian firms to Russia are at the same level even after the sanctions. But, there are many proposals (supplies) that Russians are not getting from the European Union. Russians are looking for these materials (chemicals, excipients, APIs [Active Pharmaceutical Ingredients]) with several Indian manufacturers. They have to develop links with Indian firms. There are many proposals from Russia - these proposals are under consideration from the Indian side.,Sputnik: There were reports of delayed payments from Russia initially after sanctions. As we see, trade has jumped manifold in the energy and fertilizer sectors. Do you think payment issues have been resolved in other sectors as well?,D. B. Bhaaskara: Several Indian companies have signed contracts in yuan, which means they are ready to receive payment in China's yuan. Still, the preferred mode of settlement is in the Indian rupee. As export procedures closed successfully in USD/euro/INR, Russians set aside yuan contracts.,My company is receiving regular payment without any delay in Indian rupees or USD or sometimes in euros.,Sputnik: What about logistical issues, as sanctions hit the shipping sector?,D. B. Bhaaskara: The logistical issues are still there because few airlines — namely Aeroflot, Emirates, Qatar, and Turkish — are available for transportation. Transportation costs are slightly high because of no regular cargo consignments. They vary between $8-12 per kg compared to $5 per kg in a normal situation.,Cargo sea shipment is still in a mess. The only port in Gujarat accepts Russian shipping. Here again, the container price is very, very high. We have to pay anything between $9,000 - 12,000 for a container. When there was no conflict or sanctions, it was $2,500 per container.,We have tried to send our shipments via Iran. So, from Gujarat port, the shipment reaches an Iranian port, and from there, it goes via road or rail to Moscow. But, it is taking a much longer time. In general, it is supposed to arrive in 30-40 days, but on an experimental basis, some companies sent their materials via the Iran route, [and they are] still on their way even after two months.,Shanghai is very crowded and has also been hit by the pandemic, making it unsuitable for us. So, the only problem right now is logistics; there is no payment issue.,Some Russian companies have an account with European banks operating in Russia dealing in oil and gas payments. Those banks are being used to send money anywhere worldwide, even with sanctions.,Sputnik: Western firms intended to withdraw their operations in Russia in response to Moscow's special military operation. Do you see some significant investments from Indian pharma companies in Russia to fill the vacuum created by the west?,D. B. Bhaaskara: There are long-pending proposals from a couple of governors, such as [in] Volgograd and Kazan, inviting India's major pharma companies to set up manufacturing units in their region. But, due to the pandemic, nothing moved ahead.,A delegation will be going to Russia to explore the opportunities in Russia in July. A few Indian companies, such as Sun Pharma and Advance Pharma, have manufacturing units in Russia doing finished formulations.,Hopefully, some new companies are interested in setting up units there now. But, Russia is looking to scale up raw material manufacturing, e.g., API. For this, much homework related to regulation should be done between the two governments, especially under sanctions.,Also, big companies such as Sun Pharma, Aurbindo, and Dr. Reddy, all with significant exposure to the US market, may try to avoid investing in Russia because they are scared of the risk associated with sanctions.,Medium-scale companies can come forward to set up raw material (API) manufacturing in Russia. However, it is unclear whether Indian workers/professionals can go and work in Russia. Setting up a new unit in unknown topography with a different language and culture is a little complicated. A lot of these questions are unanswered.。

二 | 附全文如下：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。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。

三 | 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。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。《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。

四 | 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。

五 | 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。

六 | 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。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。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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