New York City Considers Requiring Human Customer Service Option
New York City is considering a new regulation that would mandate businesses provide customers with the option to speak with a human agent when using AI for customer service.
New York, NY, October 21, 2026 —
New York City is considering a regulation that would require businesses to offer customers the option of speaking with a human agent when they use artificial intelligence for customer service.
The proposal, as described, would make access to a human representative an option alongside AI-based customer service. The available information does not specify which businesses or types of customer-service systems would be covered, or how the option would have to be presented to customers.
The city has not provided, in the information available, a timeline for considering or implementing the regulation. It is also unclear which city agency is handling the proposal, whether a draft has been released, or whether any public hearings or other review steps are planned.
Details about enforcement are not available. The information does not say whether the regulation would include penalties for businesses that fail to provide the option, or how compliance would be assessed. No statements from city officials, businesses, customers or other stakeholders were provided.
If adopted, the measure would set a requirement for businesses using AI in customer service to make a human agent available as an alternative. For now, the proposal remains under consideration; the available details do not establish whether or when it will become a rule.
Story summarized from the original created by Google News on news.google.com, see more information here.
