AB 1609: Getting Ready for California's "Talk to a Human" Law

California's AB 1609 takes effect January 1, 2027, and requires larger companies serving California customers to give people a clear path to a human. Chatbots can't pretend to be people, every customer service channel needs a simple way to request an agent during business hours, and teams must make a good-faith effort to connect within 15 minutes or schedule a callback within one business day. Holds are capped, and penalties start at $5,000. In this Practitioner Huddle, we'll walk through what the law actually requires, how contact center and CX teams are getting ready, and where the gray areas are. This is a practitioner-to-practitioner conversation. No vendor pitches. Open to CCAIA practitioner members.