Customer service chatbots.
Vote required
Majority
Fiscal committee
No
Appropriation
No
Current location
Passed
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Progress
Where this bill stands in the legislative process.
- Introduced
- Passed Assembly
- Passed Senate
- To Governor
- Became Law
Overview
This bill aims to protect consumers from being misled by large private businesses using customer service chatbots that appear to be human. It prohibits these businesses from representing chatbots as human and requires them to provide clear disclosures when a chatbot is not actually a person. Furthermore, the bill mandates that large businesses offer human customer service support within 15 minutes of a request, along with specific requirements for online and telephonic platforms, including limitations on hold times and options for connecting with a human agent.
Key provisions
- Prohibits large private businesses from representing customer service chatbots as human.
- Requires clear disclosures when a chatbot is not human.
- Mandates that large businesses offer human customer service support within 15 minutes of a request.
- Sets limits on telephonic hold times for customer service platforms.
- Requires online platforms to provide options for customers to connect with a human agent.
- Establishes a penalty of up to $10,000 for violations.
- Authorizes a public prosecutor to enforce the bill’s provisions.
- Allows the Attorney General to create regulations for implementation.
Who is affected
- Large private businesses with over $500 million in annual revenue.
- Consumers in California.
- Customer service chatbot providers.
- Businesses utilizing online customer service platforms.
Bill text
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Sponsors
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1 on record
Primary sponsor
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