Customer service, Pd DDL arrives to curb the use of chatbots

Being able to talk to a person when chatbots and automatic responders are not enough or when you simply prefer it. It is the right at the center of the "I wish to speak to a person" bill, first signed by senators Lorenzo Basso and Antonio Nicita (both from the Democratic Party), presented to the Senate.

A brake on automatic responders

The bill establishes that automatic and artificial intelligence systems can continue to be used in customer support, but they cannot represent the only way. The user will be able to request an operator from the first level of the service, without having to justify the request or complete the automatic route first. The provisions affect major public utilities and large businesses that sell goods or services to consumers.

The sectors involved

The text applies to electronic communications, postal, energy, gas, district heating, water, municipal waste and passenger transport services, as well as to all companies that sell goods or services to consumers and which do not fall into the category of micro, small and medium-sized enterprises. It applies regardless of the channel used and whether the assistance is carried out directly or entrusted to third parties.

Main guarantees

Businesses will have to ensure: a free service, accessible at least by telephone and through an online desk; the presence of human operators for at least 40 hours a week; 24-hour human assistance for urgent reports relating to safety or interruption of essential services; handover to a supervisor or relevant office when the first operator cannot resolve the problem; an identification code for each case that is not concluded at the first contact; the continuity of the practice, without forcing the user to repeat information already provided or to start from scratch by changing channels; channels accessible to people with disabilities, the elderly and those who have difficulties with digital tools. The assistance service must be separated from the commercial activities. During the management of a complaint, offers cannot be made unless they are requested by the user or directly useful in resolving the problem.

Response times

The proposal establishes maximum deadlines of 15 working days for ordinary requests; 5 working days for disputes on undue invoices and charges; 2 hours for reports regarding the continuity of essential services. The response will need to concretely address all the points raised. If the request is rejected, the company must explain the reasons and indicate the tools available to lodge a complaint or start a conciliation.