Skip to content
HumanHandoff

State review

California AI customer service laws

Legislation in California that we have reviewed against primary sources.

1 enacted law reviewed

Short answer

Does California have a law on AI customer service chatbots?

Yes. AB 1609 (Chapter 733, Statutes of 2026) sets rules for customer service chatbots used by large private businesses, including AI disclosure and access to a human agent. Takes effect (Cal. Const., art. IV, § 8(c)(1), opens in a new tab).

AB 1609 at a glance

  • Who and what is covered (§ 22625): The definitions that decide whether the law applies.
  • Chatbot disclosure (§ 22626): No representing a chatbot as a person.
  • Human escalation feature (§ 22627): A simple way to request a person on every customer service platform.
  • Connection timing (good-faith effort) (§ 22627): Two alternatives, both framed as a good-faith effort.
  • Hold and wait after connection (§ 22627): Good-faith limits once you reach an agent.
  • Posting the phone number (§ 22627): For businesses with phone support that serve California online.
  • Channel-specific exceptions (limited in scope) (§§ 22627–22628): Each applies only to what it names.
  • Good faith and circumstances beyond control (§ 22628): What satisfies the good-faith standard.
  • Enforcement (§§ 22628–22629): Who enforces the law and the penalties.

Reviewed legislation

This page is an overview. The full section-by-section summary, exemptions and FAQ are on each law's page.

EnactedCalifornia · 2025–2026 Regular Session

AB 1609: Customer service chatbots

Requires large private businesses (over $500 million in national gross annual revenue) to disclose when a customer service chatbot is not human, and to give California customers a simple way to request a human customer service agent, with good-faith timing standards for connection and hold times.

Chapter
733 (2026)
Signed
September 28, 2026
Takes effect
January 1, 2027
Code
B&P §§ 22625–22629

Effective-date basis: Cal. Const., art. IV, § 8(c)(1).

Read the full summary

Reviewed by HumanHandoff editorial on . Methodology · Corrections

All jurisdictions