California Sets 15 Minute Limit for AI Customer Service Handoffs

Oct 28, 2026
California will require large businesses to connect customers with a human within 15 minutes of a request or schedule a callback within one business day.

California will require businesses with more than $500 million in annual revenue to connect customers with a human within 15 minutes of a request, reports PYMNTS. The Right to Human Customer Service Act takes effect on January 1, 2027.

Businesses can instead schedule a specific callback within one business day. They must provide a clear option to reach a person on every customer service channel during business hours and disclose when a chatbot could be mistaken for a human. Individual hold periods cannot exceed 15 minutes, while total hold time is limited to one hour.

Public prosecutors can seek fines of up to $5,000 for a first violation and $10,000 for subsequent violations. A business complies if it makes a reasonable effort to meet the 15 minute requirement. Hospitals and credit bureaus are exempt, while companies that did not offer phone support as of January 1, 2026, do not have to add it.

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