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Shoppers who are fed up with trying to converse with AI chatbots will soon have the choice to speak to a human over the phone under new rules being signed off today.
New EU rules to protect consumers when buying goods and services online will be signed into Irish law today by the Finance Minister and Tánaiste, Simon Harris.
The new directive will give Irish shoppers the legal right to demand to speak with a human operator rather than being forced to deal with an automated AI chatbot — something many find extremely frustrating.
But what does it mean for the Irish consumer?
People who are renewing their car insurance, home insurance, or even changing energy provider can now request to speak to a member of staff over the phone rather than using a chat facility.
Anyone experiencing a problem or with queries they would like cleared up will now have the option to interact with a human if they prefer.
The changes will also require companies to make it easier for people to exit their contracts by offering a clear option to do so.
Companies that sell goods and services to consumers in Ireland will now be legally required to provide customers with access to a human representative, rather than relying solely on AI-powered customer service
The new laws will also offer new protections to shield Irish customers from ‘pressure purchase’ tactics and marketing online.
The Finance Minister said that people who shop online should have the same confidence when buying as they would when shopping in a physical shop on the high street, or in a shopping centre.
Minister Harris said: ‘More and more people are choosing to buy financial products and services online, and consumers should have the same confidence and protections in the digital marketplace as they do in person.’
He explained that the new rules ‘put customers first’ and ensure that their rights ‘keep pace with how people now access financial services’.
‘Whether it’s the right to speak to a real person instead of relying solely on an automated system, clearer information before making a decision, or an easier way to cancel an eligible contract, these are practical changes that will make a real difference for consumers,’ the Minister said.
‘Digitalisation has significantly changed the financial services market in Ireland.’
He concluded: ‘While the existing financial consumer protection framework is robust, the rules I have signed into law today will ensure that the framework continues to keep pace with the increasingly digitalised financial services landscape and maintains the high level of protection for consumers.’
