New York City weighs a law on customer service chatbots

New York City is considering a law about customer service chatbots, the automated helpers that answer shoppers' questions in place of a person. The rule is only a proposal. It has not become law. A legal expert has now explained what it could mean for stores that use these tools.

What we know

Chain Store Age, a retail trade outlet, published a Q&A with the legal expert about the proposed rule. The full text of that interview was not available for this article. That means the details of the proposal, including what it would require and what it would cost a business to ignore it, are not confirmed here.

Who it affects

The main audience is businesses, especially retailers that use chatbots to help customers. If your company runs a chat window on its website or app, a city rule could change how you set it up. It could also change what you must tell people when they use it. Shoppers could notice the difference too, since the rules would shape how these chats work.

What is not known yet

• Whether the proposal will pass and become law.
• What exactly businesses would have to do.
• When any rule would take effect.
• What penalties, if any, would apply.

What to do

There is nothing to change today, because the proposal is not law. A sensible first step is to list where your business uses chatbots and who built or runs them. That way you can answer quickly if the rule moves forward. Ask your chatbot provider how it would handle new disclosure requirements.

What happens next

Watch for updates on whether New York City moves the proposal forward. Trade outlets like Chain Store Age are likely places to see how the discussion develops.