AI news ·
California Sets 15 Minute Limit for AI Customer Service Handoffs
California now requires large businesses using AI customer service to connect a person or schedule a callback within 15 minutes of a request.
California has established a new regulatory standard for artificial intelligence in customer service. Large businesses operating in the state must now connect a customer to a human representative within 15 minutes of a request. As an alternative, companies can schedule a prompt callback for the customer.
The rule creates an explicit requirement for human escalation in AI service design. When a customer asks to speak with a person, the clock starts. The business must either make a human available within the quarter-hour window or arrange a timely return call.
This development directly affects teams managing customer support, operations, legal compliance, and public communications. Organizations using AI chatbots or voice systems will need to ensure their escalation paths meet the 15-minute threshold or the callback provision.