New York City proposes first rules for customer service chatbots

New York City has proposed what officials call the first rule of its kind for automated customer service. On Tuesday, city officials announced that companies operating in the city could soon have to give customers a way out of chatbot dead ends. Officials said New Yorkers could see the change next year.

What the proposal says

The rule would require businesses to provide timely and reasonable customer service. If that service falls short, customers would have to be offered access to a human representative. The target is the so-called doom loop, where an automated system keeps giving unhelpful answers and never connects you to a person.

Who it affects

The proposal is aimed at companies that operate in New York City and help consumers through automated systems. That could matter to any business that uses a chatbot to answer customers. Shoppers and other customers are the people the rule is meant to help.

What is not known yet

This is a proposal, not a final rule. The available report gives few details, and the full article is behind a paywall. Several points are not yet clear:

• Which businesses would be covered
• What counts as timely and reasonable service
• What penalties could apply
• The exact start date

Businesses that use chatbots should look at how their systems work today. Check whether a customer can reach a person if the bot fails. The final wording may change before the rule takes effect.