New York City Proposes Human Access Rules for AI Customer Service

The NYC Department of Consumer and Worker Protection proposed rules requiring businesses that use automated customer service to disclose the automation and provide an easy way to reach a human representative, according to Harlem World Magazine. The rules cover AI chatbots and automated telephone systems.

Businesses could not advertise customer assistance while repeatedly failing to address inquiries or providing irrelevant, incorrect or unresponsive information. They would also remain responsible when their use of AI results in unlawful conduct.

The proposal entered a 30 day public comment period on October 20, 2026. If adopted, the rules would give the department authority to enforce these protections across New York City, making it the first municipality in the United States able to enforce this type of customer service requirement.