CFPB to start rule processes to kill 'doom loops' and improve chatbots

The White House has issued a Fact Sheet on a new administration effort to address "hassles that waste Americans’ time and money."

Among the initiatives listed in the Fact Sheet, there are two that could affect banks. The CFPB will initial a rulemaking to require businesses under its jurisdiction to provide consumers direct, one-button access to a live human being instead of being forced to listen to a series of long messages and menu options. The Bureau will also issue rules or guidance to crack down on ineffective and time-wasting chatbots used by some banks and other financial institutions in lieu of customer service. The CFPB will identify when the use of automated chatbots or AI voice recordings is unlawful, including in situations in which customers are led to believe they are speaking with a human being.