New legal right to speak to a human for finance consumers

- New EU and UK regulations are giving financial-services customers a legal right to request a human agent instead of being forced to interact with an AI chatbot or automated system. - This builds on broader "right to human intervention" principles in the EU's AI Act, which applies to high-risk AI systems; similar rules are being adopted by UK regulators like the FCA. - The concern is that chatbots can be confusing, opaque, or unable to handle complex financial problems (e.g., billing errors, disputes, vulnerable-customer needs), and that consumers may not realise they can demand a person. - The rules generally require companies to make the option of speaking to a human clear and accessible, not buried in menus; some proposals also require a human escalation route within a reasonable time.