Summary
Requires covered large private businesses to identify misleadingly human-like customer-service chatbots and provide human-contact options. An express pharmacy provision permits a return call within one business hour. Hospital communications about healthcare delivery, administration and payment are exempt.
Healthcare Implications
Applies to covered pharmacies and other nonexempt businesses above $500 million national revenue. The pharmacy-specific handoff provision provides a defined healthcare nexus; this is customer-service governance, with no clinical decision-review right.
Operational Implications
- Covered businesses must not represent a customer-service chatbot as human and must disclose its artificial nature in the interaction medium when a reasonable person would be misled; hospital healthcare communications are exempt.