Re: Proposed rule on AI customer service "doom loops" — public comment
Re: Proposed rule on AI customer service "doom loops" — public comment I write as a disability rights advocate who has followed New York City's October proceedings on artificial intelligence closely. I support this proposed rule, and I support it for a specific reason: it gets the order right. It requires disclosure and a human off-ramp first, rather than banning the technology. Tell the truth about who is talking, keep a living person within reach, and hold the business responsible when the system it chose misleads a customer. That is measurement before punishment, and it is the lightest tool that actually works. The four elements of the rule each matter on their own: First, disclosure. A customer who believes they are talking to a person will argue, explain, and trust differently than one who knows they are talking to a machine. Hiding that fact is itself a deception, before anything else goes wrong. Disclosure, and the route to a human, must also be accessible in pract...