Customer service: PD bill introduced to curb the use of chatbots
The bill entitled “I would like to speak to someone”, sponsored by Senators Lorenzo Basso and Antonio Nicita, has been tabled in the Senate
Key points
Being able to speak to a person when chatbots and automated responses are not enough, or when you simply prefer to do so. This right lies at the heart of the draft bill “I want to speak to a person”, sponsored by Senators Lorenzo Basso and Antonio Nicita (both of the PD), and presented to the Senate.
Putting the brakes on auto-replies
The draft bill stipulates that automated and artificial intelligence systems may continue to be used in customer service, but they must not be the only option. Users will be able to request a human operator from the very first stage of the service, without having to justify their request or complete the automated process first. The provisions apply to major public utility services and large businesses that sell goods or services to consumers.
The sectors involved
This legislation applies to electronic communications, postal, energy, gas, district heating, water, municipal waste and passenger transport services, as well as to all businesses that sell goods or services to consumers and do not fall within the category of micro, small and medium-sized enterprises. It applies regardless of the channel used and whether the service is provided directly or outsourced to third parties.
Key guarantees
Businesses must ensure: a free service, accessible at least by telephone and via an online portal; the presence of human operators for at least 40 hours a week; 24-hour human assistance for urgent reports relating to safety or the disruption of essential services; transfer to a supervisor or the relevant department when the first operator cannot resolve the issue; an identification code for every case that is not resolved at the first point of contact; continuity of the case, without forcing the user to repeat information already provided or to start from scratch by switching channels; channels accessible to people with disabilities, older people and those who have difficulty using digital tools. The customer support service must be separate from commercial activities. Whilst a complaint is being handled, no offers may be made, unless requested by the user or directly relevant to resolving the issue.
Response times
The proposal sets maximum time limits of 15 working days for standard enquiries; 5 working days for disputes regarding invoices and unauthorised charges; and 2 hours for reports concerning the continuity of essential services. The response must address all the points raised in a substantive manner. If the request is rejected, the company must explain the reasons for this and indicate the means available for lodging a complaint or initiating a conciliation procedure.
