根据马姆达尼市长政府今日提出的一项规则，纽约市可能成为全美首个保护消费者免受 AI 驱动的客服聊天机器人“厄运循环”侵害的地方。
New York City could be the first place in the country where consumers are protected from a “doom loop” of AI-powered customer service chatbots, per a rule proposed today by Mayor Zohran Mamdani’s administration.
该规则将要求企业在聊天机器人无法满足客户请求时，迅速将客户转接至人工客服。
The rule would require businesses to connect people to a human customer service agent quickly if a chatbot cannot fulfill their requests.
马姆达尼在一份声明中说：“当企业强迫你在无休止的 AI 生成回复‘厄运循环’中挣扎，只为与另一个真人交谈时，它们正在窃取你的时间、金钱和耐心。这项规则明确指出：客服成本削减不能以纽约市民的利益为代价。”企业必须披露客户正在与 AI 对话，并提供“便捷的退出通道”转接人工代表，违规者将面临起罚 525 美元的罚款。
“When corporations force you to fight your way through an endless doom loop of AI-generated responses to speak to another human being, they’re stealing your time, money, and patience,” Mamdani said in a release. “This rule makes clear: Customer service cost-cutting can’t come at New Yorkers’ expense.”Businesses would have to disclose when customers are talking to AI and offer an “easy off-ramp” to a human representative, with violators subject to fines that would start at $525.
马姆达尼消费者保护工作的核心成员包括多位拜登政府前官员：市消费者与工人保护局局长塞缪尔·莱文曾在时任主席莉娜·汗领导下掌管联邦贸易委员会消费者保护局，副市长朱莉·苏在拜登时期曾任代理劳工部长。
At the helm of Mamdani’s consumer protection efforts are several Biden administration alumni: Samuel Levine, commissioner of the city’s Department of Consumer and Worker Protection, previously led the FTC’s Bureau of Consumer Protection under the agency’s then-chair Lina Khan, and Deputy Mayor Julie Su was acting labor secretary during the Biden era.
汗本人也是马姆达尼政府成员，担任市经济发展委员会董事会主席。
Khan is also part of Mamdani’s administration, serving as board chair of the city’s Economic Development Board.