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HB 3653

FRAUD-HUMAN CUSTOMER SUPPORT

104th Regular Session Introduced by Kevin Olickal

Illinois bill requires businesses to disclose AI customer support use and prohibits fraudulent misrepresentation of automated interactions as human contact.

Rule 19(a) / Re-referred to Rules Committee
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Bill Summary · HB 3653

Legislative bill overview

HB 3653 requires businesses to disclose when customer support interactions are handled by artificial intelligence rather than humans, and prohibits fraudulent misrepresentation of AI-generated communications as human-generated. The bill establishes consumer protection standards for AI chatbots and automated customer service systems in Illinois.

Why is this important

As AI customer service tools become increasingly sophisticated and widespread, consumers often cannot distinguish whether they're communicating with humans or machines. This bill addresses potential fraud and consumer deception by mandating transparency, which could affect how businesses design customer support systems and interact with Illinois residents and consumers.

Potential points of contention

  • Business compliance costs: Companies may face expenses implementing disclosure systems and redesigning customer service interfaces, particularly smaller businesses with limited resources
  • Definition ambiguity: The bill may need clearer definitions of what constitutes "human customer support" versus hybrid systems (AI with human oversight) and at what point disclosure becomes necessary
  • Competitive disadvantage: Illinois businesses could face stricter requirements than out-of-state competitors, potentially pushing customer service operations outside the state
  • Enforcement mechanisms: Unclear how the state will monitor compliance and what penalties apply, which could create regulatory uncertainty

Compiled from official sources — confirm details with the bill’s official record.

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