California AB1609 regulates customer service chatbots for large private businesses.

California AB1609 adds a new chapter to the Business and Professions Code, regulating customer service chatbots for large private businesses. The law requires businesses to provide a simple customer service feature allowing customers to request a connection to a customer service agent during regular business hours. Businesses must make a good faith effort to connect customers to an agent within 15 minutes or schedule a call within one business day. Businesses must also ensure wait times do not exceed 15 minutes and cumulative wait times do not exceed one hour.

California AB1609 regulates customer service chatbots for large private businesses.

California AB1609 adds a new chapter to the Business and Professions Code, regulating customer service chatbots for large private businesses. The law requires businesses to provide a simple customer service feature allowing customers to request a connection to a customer service agent during regular business hours. Businesses must make a good faith effort to connect customers to an agent within 15 minutes or schedule a call within one business day. Businesses must also ensure wait times do not exceed 15 minutes and cumulative wait times do not exceed one hour.