AI Customer Service Rules: NYC Proposes a Human Off-Ramp
New York City wants to stop customer service bots from trapping people in endless loops. On October 20, 2026, the city’s consumer agency proposed a rule covering chatbots and other automated support tools. Violators would face restitution and fines that start at $525.
If you run a small team, you may have added a chatbot to save hours. That makes sense, because support is exhausting and hiring is hard. Still, this proposal is a signal that how your bot behaves is becoming a legal matter and not only a design choice.
What the City Actually Proposed
The Department of Consumer and Worker…
The skinny
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