人形机器人服务的消费者保护机制——以“信任控制”风险为视角

Consumer Protection Mechanism for Humanoid Robot Services

人形机器人在智能水平、静态与动态物理特征方面高度拟人化,其在软硬件互信、脑体协同基础上构造的虚拟人际关系,可提供展现亲密感的增强型信任。但人形机器人服务的增强型信任未在总体上改善消费者的弱势地位,反而还强化了消费者的信任匹配失当、隐性信任定向化、信任扭曲等信任控制风险。传统消费者保护法中的经营者告知义务、基于风险分级的人工智能敏捷治理、产品责任的发展风险抗辩均难以充分保护消费者。为应对信任控制风险,应以强调“卖者尽责、买者自负”的消费者适当性为核心,基于伦理安全构建人形机器人服务与消费者的分级准入,并在分级准入的基础上要求经营者对消费者履行适当性匹配与事中事后的监测调整义务。此外,应通过终止保障义务完善人形机器人服务侵权责任的发展风险抗辩事由,其应以消费者与人形机器人在服务过程中的各方自主性程度为主要依据。

Humanoid robots are highly humanized in terms of intelligence level,static and dynamic physical characteristics,and they construct virtual interpersonal relationships based on mutual trust between hardware and software and collaboration between brain and body,providing enhanced trust that simulates intimacy.However,the enhanced trust in humanoid robot services has not generally improved the disadvantaged position of consumers.Instead,it has reinforced risks of trust control such as mismatched trust,directed implicit trust,and trust distortion.The obligation of operators to inform consumers,agile governance of artificial intelligence based on risk grading,and development risk defense based on product liability in traditional consumer protection laws are dfficult to adequately protect consumers.To address trust control risks,the core should be emphasized on the principle of"seller's responsibility and buyer's self-responsibility".Consumer suitability should be based on ethical security to establish graded access to humanoid robot services for consumers.Based on graded access,operators should be required to fulfll obligations of suitability matching and post-monitoring adjustments.In addition,the development risk defense to tort liability for humanoid robot services should be improved through the termination of the duty to safeguard,which should be based primarily on the degree of autonomy of the parties,the consumer and the humanoid robot,in the course of the service.