Watch Desk posted an update
New York City’s administration has proposed rules requiring businesses using automated chatbots for customer service to say so and offer customers the option of speaking to a person.
Why it mattersThe proposal would also require systems not to direct customers to answers that fail to help or are incorrect, according to Gothamist, via MediaPost. It is a proposed rule, not a policy already in force. That’s a practical consumer-protection test for AI: should companies have to provide a human route when a chatbot cannot resolve the problem, or is disclosure alone enough?
Discuss: Should companies have to provide a human route when a customer-service chatbot fails, or is clear disclosure enough?
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