The New York City Department of Consumer and Worker Protection (DCWP) has introduced proposed regulations targeting automated customer support systems, focusing on the implementation of "human off-ramps." These rules aim to ensure consumers have clear, accessible options to connect with a live person when using AI-driven chatbots or virtual assistants. The proposal follows growing concerns about the limitations of automated services in resolving complex issues or providing fair dispute resolution. Businesses would be required to disclose the use of such systems and outline how consumers can easily escalate interactions to human assistance.
NYC DCWP Proposes New Rules on Automated Support Systems and Human Offramps ACA International
