summary
Introduced
02/07/2025
02/07/2025
In Committee
03/21/2025
03/21/2025
Crossed Over
Passed
Dead
Introduced Session
104th General Assembly
Bill Summary
Amends the Consumer Fraud and Deceptive Business Practices Act. Provides that a business providing customer support that uses an automated telephone answering system or an automated text interface that simulates conversation shall, during the normal hours of operation of the business, provide the customer with the option of communicating with a human representative at the beginning of the phone call or text interaction.
AI Summary
This bill amends the Consumer Fraud and Deceptive Business Practices Act to address customer support interactions with automated systems. Specifically, the bill requires businesses that use automated telephone answering systems (like interactive voice response or IVR) or automated text interfaces (such as chatbots) to provide customers with an option to speak with a human representative during the business's normal operating hours. This means that at the very beginning of a phone call or text interaction, customers must be given a clear pathway to connect with an actual human customer support agent, rather than being forced to navigate through potentially complex or frustrating automated menus. The goal of the legislation appears to be protecting consumers from potentially impersonal or unhelpful automated customer support systems by ensuring direct human communication remains accessible.
Committee Categories
Business and Industry
Sponsors (1)
Last Action
Rule 19(a) / Re-referred to Rules Committee (on 03/21/2025)
bill text
bill summary
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bill summary
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bill summary
| Document Type | Source Location |
|---|---|
| State Bill Page | https://www.ilga.gov/legislation/BillStatus.asp?DocNum=3653&GAID=18&DocTypeID=HB&SessionID=114&GA=104 |
| BillText | https://www.ilga.gov/legislation/104/HB/10400HB3653.htm |
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