New York City proposes rule requiring human option and disclosure for automated customer service
New York City's Department of Consumer and Worker Protection on October 20, 2026, proposed a rule targeting chatbot and voice-response customer service "doom loops." Businesses serving New Yorkers would have to disclose automated systems, provide timely and reasonable help, and offer an easy way to reach a human representative. A public hearing is set for November 19, 2026, which is also the comment deadline.
Text (NYC Department of Consumer and Worker Protection) → · Gothamist, Bloomberg Law, New York Law Journal