CAL.Regulation
California requires human fallback for customer-service chatbots at large businesses
Governor Gavin Newsom signed AB 1609 on September 28, 2026. Large businesses with over $500 million in annual national revenue may not present a customer-service chatbot as human and must disclose that it is AI-generated when misdirection is likely. During business hours they must offer a simple way to reach a human agent and make a good-faith effort to connect within 15 minutes or schedule a callback within one business day.
Enrolled text (California Legislative Information) → · Office of the Governor
Key points
- Applies to businesses with over $500 million in gross annual revenue nationally serving California customers.California Legislative Information
- Businesses must not present a chatbot as human and must disclose it is AI-generated when misdirection is likely.California Legislative Information
- During business hours, customers must get a simple way to request a human agent.California Legislative Information
- Good-faith effort required: connect within 15 minutes or schedule a callback within one business day.California Legislative Information
- Businesses must try in good faith to keep holds under 15 minutes at a time and one hour total; penalties reach $5,000, then $10,000.California Legislative Information
- Chaptered as Chapter 733, Statutes of 2026 (Bus. and Prof. Code sections 22625 to 22629); no urgency clause, so it takes effect January 1, 2027.California Legislative Information
Sources2 articles across 2 outlets
California Legislative Information
Office of the Governor