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  89R10121 MLH-D     By: Guerra H.B. No. 3762       A BILL TO BE ENTITLED   AN ACT   relating to requirements for customer service call centers.          BE IT ENACTED BY THE LEGISLATURE OF THE STATE OF TEXAS:          SECTION 1.  Subtitle A, Title 10, Business & Commerce Code,   is amended by adding Chapter 307 to read as follows:   CHAPTER 307.     CUSTOMER SERVICE CALL CENTER REQUIREMENTS           Sec. 307.001.  DEFINITIONS.  In this chapter:                 (1)     "Automated call system" means a system at a   customer service call center that automates any portion of a   telephone call with a customer, including by use of spoken commands   or tactilely entered responses, that functions without the   participation of a customer service employee.                 (2)     "Customer" means a resident of this state who   receives a call from or places a call to a customer service call   center.                 (3)     "Customer service call center" means an entity   whose primary purpose includes initiating or receiving telephone   communications on behalf of a person for the purpose of providing   services or providing or receiving information in connection with   the provision of services.                 (4)     "Customer service employee" means an individual   employed by or working on behalf of a customer service call center.           Sec.   307.002.     APPLICABILITY. This chapter applies to a   customer service call center that:                 (1)     initiates or receives telephone communications   from customers in this state; and                 (2)  uses an automated call system.           Sec.   307.003.     CUSTOMER ABILITY TO SPEAK WITH CUSTOMER   SERVICE EMPLOYEE. (a)   A customer service call center shall provide   each customer with the opportunity to communicate directly with a   customer service employee.           (b)     An automated call system used by a customer service call   center must:                 (1)     include an easy to use option to exit the automated   call system at any time and communicate directly with a customer   service employee; and                 (2)     notify each customer of the option described by   Subdivision (1) at the beginning of each telephone communication.           Sec.   307.004.     DECEPTIVE TRADE PRACTICE. A violation of   this chapter is a deceptive trade practice actionable under   Subchapter E, Chapter 17.          SECTION 2.  This Act takes effect September 1, 2025.