NYC Proposes Rule to Stop Chatbots From Trapping Customers in Loops

New York City has proposed a rule to stop customer service chatbots from trapping people in what are called doom loops. A doom loop is when a bot keeps repeating the same answers and never connects you to anyone who can help. California has already moved to require that customers can reach a real person.

What changed

The city has put forward a rule aimed at ending these loops. The goal is simple: a customer should not be stuck arguing with a machine. California has gone a step further by requiring that customers can reach a real person. The story comes from The College Investor, published on October 25, 2026.

Who it affects

Anyone who has tried to fix a bill or get a refund through a chat window could be touched by rules like this. If a company runs a bot that cannot solve the problem, the rule is meant to make it easier to get past the bot and reach a human.

What is not known yet

The material available does not say which businesses the New York City rule would cover. It also does not say what penalties could apply, how a customer would ask for a person, or when the rule could take effect. Details of the California requirement are also not spelled out here.

What happens next

This is a proposal, not a final rule. Proposals can change before they are adopted, so the final version may look different. Readers who deal with chatbots often should watch for the full text and for any start date.