US EditionDutch warning over 'annoying' chatbots
Dutch authorities warn that AI chatbots cause consumer frustration due to lack of human contact and rising complaints, urging clear transparency and options to speak with representatives.
- Dutch regulators warned firms on Thursday not to rely solely on chatbots, calling the lack of human interaction `one of the biggest annoyances` for consumers.
- Increasingly advanced chatbot technology means consumers do not know whether they are speaking to a human or a machine, and officials report a rapid increase in complaints after unsatisfying exchanges.
- Firms must ensure consumers know they are interacting with chatbots and organisations must offer the option to speak with a representative, avoiding evasive or incorrect answers.
- Dutch authorities urged the European Commission to set clear guidelines for AI chatbot design, and the watchdog warned regulators would consider stricter rules.
- Chatbots are becoming the main point of contact in customer service, and authorities say they should be `fair, recognisable, and accessible` to avoid misleading consumers.
38 Articles
38 Articles
Dutch warning over ‘annoying’ chatbots
Dutch authorities told companies and organisations on Thursday they should not rely solely on chatbots to communicate with consumers, describing their use as "one of the biggest annoyances" customers face. "Organisations that use chatbots in their services must always offer people the option to speak with a representative," said the Dutch Data Protection Authority (AP)
Daily Journal
Dutch warning over 'annoying' chatbots
Dutch authorities told companies and organisations on Thursday they should not rely solely on chatbots to communicate with consumers, describing their use as "one of the biggest annoyances" customers face.
Dutch people should always be able to contact a "real" employee if they have a question for an organization or company. The Netherlands Authority for Consumers and Markets (ACM) and the Dutch Data Protection Authority (AP) are advocating for this with their "Keep People Reachable" campaign. Both regulators are seeing a rapid increase in reports of problems with chatbots.
In the Netherlands, authorities have urged companies and organizations not to rely exclusively on chatbots when communicating with customers.
The Hague - The Dutch Data Protection Authority (DPA) asked companies and organisations on Thursday not to rely solely on chatbots to communicate with consumers, calling their use of "motives of irritation" for customers. "Organizations that use chatbots in their services must always offer people the opportunity to talk to a representative," said the PA in a press release. "Companies must also ensure that consumers are informed that they interac…
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