New York City has put forward a proposal that would obligate companies employing AI‑driven customer‑service chatbots to also make a human representative available as an alternative.
The initiative is part of a broader update to the city’s consumer‑protection policies aimed at addressing the growing use of artificial‑intelligence chatbots in customer support.
The intended effect of the rule is to guarantee that customers retain the ability to speak with a person rather than being limited to automated responses only.