CONNECT WITH US
Fintech

Fintech

California Puts a 15-Minute Clock on AI Customer Service Handoffs

PYMNTS – Fintech logo

Published on

Add as a preferred source on Google
California Puts a 15-Minute Clock on AI Customer Service Handoffs

California’s AB 1609 takes effect Jan. 1, 2027, and gives businesses with more than $500 million in revenue 15 minutes to connect a customer with a person or book a call back, with fines of up to $5,000 per violation.

Salesforce, Zendesk and Genesys are building the handoff into their AI service products, and Zendesk no longer charges for conversations a human finishes.

New York City proposed a rule Oct. 20 that would require businesses to offer a single button or command to reach a person and to keep records of every automated interaction for three years.

It’s fairly common in the age of artificial intelligence and agents for AI to handle routine customer service faster and cheaper than a call center, but the customer on the other end can get stuck in a loop of menus and canned answers with no way to reach a person.

Complete the form to unlock this article and enjoy unlimited free access to all PYMNTS content — no additional logins required.

Starting Jan. 1, 2027, a California customer who asks a large company for a human must get one, or at least a real attempt at one. Gov. Gavin Newsom signed AB 1609, the Right to Human Customer Service Act, on Sept. 28. The law requires companies with more than $500 million in annual revenue to connect a customer with a person within 15 minutes of the request, or to book a specific call-back time within one business day.


Source link
Related Topics:Fintech

Disclaimer

We strive to uphold the highest ethical standards in all of our reporting and coverage. We TheMorningPulse.fyi want to be transparent with our readers about any potential conflicts of interest that may arise in our work. It's possible that some of the investors we feature may have connections to other businesses, including competitors or companies we write about. However, we want to assure our readers that this will not have any impact on the integrity or impartiality of our reporting. We are committed to delivering accurate, unbiased news and information to our audience, and we will continue to uphold our ethics and principles in all of our work. Thank you for your trust and support.