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CVS removing decongestant from shelves after FDA panel says it's ineffective_我的网站

一 |     CVS Health is planning to remove one type of a common decongestant from shelves after an advisory committee to the U.S. Food and Drug Administration said it was ineffective earlier this year.The products contain the oral formulation of phenylephrine (PE), which is found in several over-the-counter (OTC) medications.Although PE has been used as a decongestant for nearly a century, experts have been questioning its efficacy for years.The FDA Nonprescription Drugs Advisory Committee unanimously voted in September that PE did not improve nasal congestion any more than a placebo at the dosage given for OTC use.In response, CVS said it is removing products, in which PE is the only active ingredient from store shelves. This means products like Dayquil, which used a combination of active ingredients, will remain available for purchase."We are aware of the FDA Advisory Committee's position on oral phenylephrine (PE) and will follow direction from the FDA to ensure products we sell comply with all laws and regulations," CVS Health said in a statement. "We are removing certain oral cough and cold products that contain phenylephrine as the only active ingredient from CVS Pharmacy stores. Other oral cough and cold products will continue to be offered to meet consumer needs."CVS did not give specifies on brands that will be removed.The FDA told ABC News it has not yet determined whether it no longer considers PE to be a safe and effective medication and has not ordered the product to be removed from shelves. CVS's move is voluntary."The FDA has no further information to provide at this time regarding the timing of any decision the agency may make following the advisory committee meeting," the federal health agency said.The Consumer Healthcare Products Association told ABC News that the advisory committee's recommendation is a non-binding decision and not a change in regulation."FDA is currently in the process of reviewing the regulatory status of oral phenylephrine (PE) following September's advisory committee meeting," CHPA said in a statement. "Until FDA makes a determination on the committee's recommendation, oral PE remains a Category 1 OTC ingredient, which is generally recognized as safe and effective."Concerns were first raised about PE in 2007. Since then, evidence has accumulated showing that the drug offers little to no relief for nasal congestion.Experts believe this is because the body processes the drug before it reaches the nasal passages where it needs to work.It's unclear if other major retail pharmacy chains will follow in CVS's footsteps.Walgreens Boots Alliance would not disclose whether it was planning to remove products with PE from store shelves and said it would defer to the FDA."Walgreens follows FDA regulations. We are closely monitoring the situation and actively partnering with the Walgreens Office of Clinical Integrity and suppliers on appropriate next steps," a Walgreens spokesperson told ABC News.Other major pharmacy chains including Albertsons, Costco and Kroger did immediately reply to ABC News' request for comment. Walmart did not have an answer immediately available.ABC News' Sasha Pezenik and Sony Salzman contributed to this report.。    很多消费者有这样的经历，网购出了问题想退货，翻遍App都找不到人工客服入口；对着AI客服发送“转人工”，它却只会循环回复“我理解您的心情”。9月1日起，我国首个聚焦人工客服与智能客服协同机制的国家标准《顾客联络服务 人工与智能客户服务协同要求》将落地实施。（据央视新闻8月22日报道）凭借全天候响应、低成本运维的优势，AI客服已全面融入电商、出行、通信等各类生活服务场景，既帮助企业降本增效，也为消费者带来了便捷高效的基础服务体验。然而，一些短板也随之凸显。今年上半年，售后服务问题占全国消协组织受理投诉的26.79%，其中AI客服应用场景随意扩大、虚假承诺和人工接入困难问题尤为突出，给消费者造成很大困扰。这些问题的背后，是企业过度压缩服务成本的短视行为。

二 | 有的刻意让AI客服跟用户兜圈子，消耗用户的精力和耐心；有的在AI客服作出虚假承诺后，以“算法生成”为由推卸责任。本应作为沟通桥梁的AI客服，反而成了阻碍沟通的围墙，损害消费者合法权益，也透支企业信誉。这些问题之所以产生，很重要的一个原因就是缺乏相关的统一规范。

三 | 此次新国标精准填补了行业规范空白，明确规定当用户需人工介入时，要能顺利找到人工客服：入口要清晰，不能层层隐藏；分工要科学，简单的问题交给AI，复杂的纠纷及时交给人工；做好人机的切换，达到条件系统要自动流转到人工。新国标落地后，将成为相关部门监管的重要参照，为行业划定了服务底线，引导企业平衡降本与服务质量，推动客服体系转向人机合理分工、协同运作。AI客服无法完全替代有温度、有思考的人工服务。复杂的消费纠纷、棘手的维权诉求，终究需要人工客服介入妥善解决。新国标让“一键转人工”从消费者的美好期盼，变成企业必须恪守的硬性服务底线。这并非束缚技术创新，而是以制度规范纠正行业乱象，让人机协同真正服务于消费者，为交易顺畅、行业发展营造更好的环境。（王 艺）。

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