Source: CX Today

CX Today covers Virginia’s new state law that introduces specific regulations on the use of artificial intelligence in customer support services, particularly contact centers. Passed in early April 2024, the law requires that customers be informed when they’re interacting with AI rather than a human, and provides the right to request escalation to a human representative.

The regulation also imposes restrictions on the types of decisions AI tools can make autonomously, especially in contexts involving financial advice, legal guidance, or sensitive personal data. Transparency and accountability measures are mandated, including logs of AI decisions and periodic audits.

This law represents one of the first comprehensive attempts in the U.S. to impose operational constraints on AI in commercial contexts, setting a precedent that other states are likely to follow.