电商退货场景下逆向智慧物流的人机协同边界研究

Research on Human-Machine Collaboration Boundaries in Reverse Smart Logistics under E-Commerce Return Scenarios

摘要: 在具身智能与低空经济加速融合的背景下，电商逆向物流(退货环节)面临人机功能边界重构的挑战。本文指出，退货流程具有状态模糊性、意愿模糊性与交互模糊性三重特征，决定了其无法简单套用正向物流的自动化逻辑。基于任务可编码性分析，高标准化子任务可由智能终端高效执行，而涉及常识判断、情感交互与异常处置的非结构化任务仍需人类介入。人机协同边界并非仅由技术能力决定，更是平台在成本、商誉与责任治理等多重目标下主动构建的组织安排。本文提出“前台自动化、后台责任制、全程可追溯”的治理机制，以实现效率、可靠性与用户体验的协同优化。

Abstract: Amid the accelerating integration of humanoid robots and the low-altitude economy, the human-machine functional boundaries in e-commerce reverse logistics (especially the returns process) are being redefined. This paper identifies three inherent ambiguities in returns: product condition uncertainty, consumer intent volatility, and interaction complexity, which preclude direct application of forward logistics automation paradigms. Based on task codifiability, highly standardized subtasks can be reliably executed by intelligent agents, whereas non-structured tasks requiring common-sense judgment, emotional engagement, or exception handling necessitate human intervention. Crucially, these collaboration boundaries are not dictated solely by technological capability but are strategically shaped by platforms through organizational governance balancing cost, reputation, and accountability. The paper proposes a governance framework of “front-end automation, back-end human accountability, and end-to-end traceability” to jointly optimize efficiency, reliability, and user experience.