# Would your chatbot pass these 4 tests?

Free from Kitwise Studio (kitwisestudio.com/free). A self-check, not legal advice.

## Status
On Oct 20, 2026 New York City's Department of Consumer and Worker Protection proposed a rule on AI customer service. It is a proposal, not law. The public hearing and comment deadline is Nov 19, 2026 and no effective date is set. Final text may change.
Source: https://www.nyc.gov/site/dca/news/072-26/mamdani-administration-proposes-ban-ai-customer-service-doom-loops
Coverage: https://qz.com/nyc-proposes-rule-ai-customer-service-doom-loops-102126
Per the city, proposed fines would start at $525. Per Quartz, it would cover chatbots and phone voice menus and exempt airlines, national banks and other businesses regulated only at the federal level.

## The 4 tests (our self-check, based on what the proposal asks for)
1. Does the bot say it is automated? A customer should know they are dealing with a system such as AI.
2. Is there an easy way to reach a person? One clear option, not buried.
3. Does it actually help? If you advertise customer service, the bot should give meaningful help, not loop. The city cites Gartner: chatbots resolve between 17% (billing disputes) and 58% (returns or cancellations) of issues.
4. Do you own what it says? The proposal says a business cannot dodge responsibility for unlawful conduct by its AI.

## 5-minute audit
Run your bot's greeting and its "I need a human" path yourself. Then score each test yes, no or unsure. Any "no" or "unsure" is something to fix or to ask a lawyer about.

## Prompt for a free chat assistant (use made-up or non-sensitive text)
"Here is the greeting and escalation flow of a chatbot for a small business: [paste]. Review it against these 4 points: 1) it says it is automated, 2) it offers an easy way to reach a person, 3) it gives actual help instead of looping, 4) the business owns what the bot says, so it makes no promises or claims the business cannot stand behind. For each point say pass, fail or unclear, quote the line, and rewrite the weak lines in plain English. Do not give legal advice."