Dutch warning over ‘annoying’ chatbots

AFP | Seoul

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Dutch authorities told companies and organisations yesterday they should not rely solely on chatbots to communicate with consumers, describing their use as “one of the biggest annoyances” customers face.

“Organisations that use chatbots in their services must always offer people the option to speak with a representative,” said the Dutch Data Protection Authority (AP) in a statement.

Firms must also ensure consumers are aware they are interacting with chatbots and that the machines do not provide evasive or incorrect answers, the AP said.

The watchdog voiced concern about the growing use of AI-powered chatbots and warned that regulators would be looking into stricter rules.

“Chatbots are becoming the main point of contact and the path towards human content is fading,” the AP said in a new report.