Generative AI E-Commerce Customer Service False Information Liability and Technology Neutrality Defense Boundary

在数字化浪潮的推动下，生成式人工智能技术正迅速渗透到电商客服领域。然而，随着技术的广泛应用，虚假信息传播的责任归属和技术中立原则之间的抗辩边界日益模糊。本文以ChatGPT自动回复引发的合同纠纷案为切入点，深入探讨此问题。通过对相关案例的分析和法律条文的解读，阐述了电商平台、AI开发者和运营者等各方在虚假信息传播中的责任承担，以及“技术中立”抗辩在何种情况下不能成立，并提出解决方案，旨在为电商行业合理运用生成式人工智能技术提供法律参考，促进电商行业的健康发展。Driven by the wave of digitalization, generative AI technology is rapidly penetrating into the field of e-commerce customer service. However, with the widespread use of technology, the boundaries between responsibility for the spread of disinformation and the principle of technical neutrality are increasingly blurred. This article takes the contract dispute case caused by ChatGPT’s automatic reply as the starting point to explore this issue in depth. Through the analysis of relevant cases and the interpretation of legal provisions, this paper expounds the responsibilities of e-commerce platforms, AI developers and operators in the dissemination of false information, and the circumstances under which the defense of “technology neutrality” cannot be established, and proposes solutions, aiming to provide legal reference for the reasonable use of generative AI technology in the e-commerce industry and promote the healthy development of the e-commerce industry.