Fdi, per call center obbligo di risposta umana entro 150 secondi

A proposed amendment by Fdi mandates that call centers must connect users to a human operator within 150 seconds. The amendment specifies that the total waiting time starts when the service number is dialed and ends when the user reaches an operator. It allows for an initial automated response using AI technology to understand user requests and gather necessary data. Users must be clearly informed that they are interacting with an AI system and can request a human operator at any time. Additionally, companies are required to resolve consumer requests or complaints within thirty working days.