Direct answer
GB/T 47746—2026 is a Chinese national standard titled 顾客联络服务 人工与智能客户服务协同要求, in English Customer contact service — Requirements for collaboration between live and intelligent customer services. It sets out how an AI customer service system and human agents must hand work to each other. It was published on 2026-05-25 and took effect on 2026-09-01, and it applies to any organisation running customer contact service where the two operate together.
One-line definition
It is the rulebook for the moment a customer conversation moves between an AI and a person — in both directions.
Not a standard about AI accuracy, not a standard about data protection, and not a standard about how good a chatbot is. It is specifically about collaboration: how the machine decides to hand over, how the human receives the context, and how the conversation can move back.
What the standard says
| Item | Detail |
|---|---|
| Title (Chinese) | 顾客联络服务 人工与智能客户服务协同要求 |
| Title (English) | Customer contact service — Requirements for collaboration between live and intelligent customer services |
| Number | GB/T 47746—2026 |
| Classification | ICS 03.080.01; CCS A 12 |
| Published | 2026-05-25 |
| Effective | 2026-09-01 |
| Administered by | SAC/TC 264 |
| Length | 15 pages |
| Drafting scale | 32 drafting organisations, 53 principal drafters |
How the standard is structured
The requirements are organised around the two directions a contact can travel:
- Chapter 4 — General requirements. The baseline obligations that apply to the operation as a whole.
- Chapter 5 — Inbound tasks. 5.1 covers allocation. 5.2 covers handover, split into 5.2.2 (intelligent to live, sub-clauses .1 to .7) and 5.2.3 (live to intelligent).
- Chapter 6 — Outbound tasks. The same logic applied to outbound contact.
Chapter 5.2 is where most of the operational detail that businesses need actually lives, which is why practical self-check work tends to start there rather than at chapter 4.
Who is covered
The scope is customer contact service where live and intelligent services cooperate. In practice that reaches:
- Businesses running AI customer service on chat channels such as WeChat, where a human team stands behind it.
- Businesses running a phone contact centre with an automated front end.
- Small and medium businesses using a third-party AI customer service product — the standard governs the operating behaviour of the service you put in front of customers, regardless of who built the tool.
It does not require you to be a large enterprise, and it does not exempt you for being small. The scope is the type of service, not the size of the company.
One line for an SME owner
If customers talk to an AI before they talk to your people, this standard now describes how that is supposed to work.
Key facts
| Full title (Chinese) | 《顾客联络服务 人工与智能客户服务协同要求》 |
| Full title (English) | Customer contact service — Requirements for collaboration between live and intelligent customer services |
| Published / effective | 2026-05-25 / 2026-09-01 |
| Classification | ICS 03.080.01; CCS A 12 |
| Administered by | SAC/TC 264 |
| Drafting scale and length | 32 drafting organisations, 53 principal drafters; 15 pages |
| Chapter scope | Ch.4 general requirements; Ch.5 inbound tasks (5.1 allocation, 5.2 handover); Ch.6 outbound tasks |
Sources
- GB/T 47746—2026, cover and bibliographic record (title, number, classification, dates, administering body)
- GB/T 47746—2026, table of contents and chapter headings
- GB/T 47746—2026, drafting organisations and principal drafters page
Follow-up questions
Is this a mandatory standard?
No. The GB/T prefix denotes a recommended national standard, not a mandatory GB one. Its practical force comes from procurement requirements, platform rules, contracts and references in registration processes rather than from a penalty attached to the number itself.
What does customer contact service mean here?
Any customer-facing channel where contact is handled — chat, app, phone, and other contact channels — and where intelligent service and human agents both take part.
How long and complex is the standard?
15 pages, organised into general requirements, inbound tasks and outbound tasks. It is short by standards' standards, which is what makes a clause-by-clause self-check practical for a small business.
If I only use a third-party AI customer service tool, does the standard still concern me?
The obligation is on the service as the customer experiences it. Using a vendor does not move the responsibility off your business — which is why knowing what your tool does at handover is the first self-check item.