人工智能时代的消费者权益风险评价指标体系构建研究

摘要：

【目的】针对人工智能技术渗透消费场景催生算法偏见、隐私泄露等新型消费者权益风险，构建科学的风险指标体系，为人工智能时代消费者权益风险的识别、评估、管控及市场监管提供理论支撑与实践依据，助力维护消费市场公平秩序。【方法】基于“风险”和“人工智能时代下消费者权益风险”概念内涵，确定算法偏见与公平性、隐私与数据安全等六类核心风险类型；分析消费者权益风险指标体系发展进程，结合统计学、风险管理等学科理论，依据风险识别结果和消费者权益保护核心诉求，设计多层级风险指标体系。【结果】构建了适配人工智能消费场景的消费者权益风险指标体系，该体系分为3个层级，包含6个一级指标、14个二级指标及29个三级指标。【结论】消费者权益风险指标体系应有效适配人工智能消费场景的不确定性、复杂性与隐蔽性特征，作为消费者权益风险管控与监管决策的理论依据和实践参考，引导人工智能技术在消费领域的合规应用，切实保障消费者合法权益，推动数字消费市场健康可持续发展。

Abstract:

[Objective] In light of the new risks to consumer rights, such as algorithmic bias and privacy leakage, which are spawned by the penetration of artificial intelligence (AI) technologies into consumption scenarios, this study aims to construct a scientific risk indicator system. This system is intended to provide theoretical underpinnings and practical evidence for the identification, assessment, management, and market supervision of consumer rights risks in the AI era, thereby facilitating the maintenance of a fair order in the consumer market. [Methods] Based on the conceptual connotations of “risk” and “consumer rights risks in the AI era”, six core risk categories are identified, including algorithmic bias and fairness, as well as privacy and data security. An analysis of the development process of the consumer rights risk indicator system is conducted. Integrating theories from disciplines such as statistics and risk management, and in accordance with the results of risk identification and the core requirements of consumer rights protection, a multi-level risk indicator system is designed. [Results] A consumer rights risk indicator system tailored to AI consumption scenarios has been developed. Comprising three hierarchical levels, the system encompasses six first-level indicators, fourteen second-level indicators, and twenty-nine third-level indicators. [Conclusion] The consumer rights risk indicator system should be effectively aligned with the uncertain, complex, and latent characteristics of AI consumption scenarios. Serving as a theoretical basis and practical reference for the management of consumer rights risks and regulatory decision-making, it can guide the compliant application of AI technologies in the consumer domain, effectively safeguard consumers’ legitimate rights and interests, and promote the healthy and sustainable development of the digital consumer market.

引用格式：刘娜，施颖，魏鑫喆，等.人工智能时代的消费者权益风险评价指标体系构建研究 [J]. 标准科学，2026 (2):16-24.

基金项目：本文受中国标准化研究院基本科研业务费资助项目“代驾服务质量提升关键要素与标准研究项目”（项目编号：602025Y-12513）；北京市教育科学“十四五”规划一般课题“首都高等教育数字化转型能力评价模型和方法研究”（项目编号：3040-0009）资助。

作者简介：刘娜，博士，副研究员，研究方向为服务标准化、消费者保护。施颖，通信作者，博士，副教授，研究方向为标准系统工程与方法、管理决策理论与方法。魏鑫喆，本科，研究方向为标准系统工程与方法、管理决策理论与方法。胡心如，博士研究生，研究方向为标准系统工程与方法、管理决策理论与方法。