AI in government: your right to speak with a human

It is the law governing when the government may serve you with an automated system. It says two simple things: they must warn you before the interaction begins, on every channel, and you may ask for a human at any point in the process. The law places the duty on the agency, not on you: you do not have to justify why you prefer a human being.

The law sets no requirements: it writes the right for “every person.” On the other side, it reaches every agency and public corporation of the Government of Puerto Rico that uses artificial intelligence to interact with citizens or taxpayers, and the human-interaction article further speaks of “agencies, public corporations and other government entities.”

• To request it. The law writes the right as that of “requesting that any transaction, inquiry or service offered through automated or artificial intelligence-assisted systems be attended by a human being.”Verified against the official source

Information pending verification.

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   Step 1: They must warn you before it starts

   The timing is what makes this duty useful, and the law fixes it. The agency must “inform clearly, visibly and accessibly, by written, auditory or visual notice, that the person is about to interact with an automated or artificial intelligence-assisted system, before that interaction begins.” Before, not midway and not at the end.

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   Step 2: On every channel, not only on the website

   The law enumerates the contact points so no gaps are left. The notice goes “at all automated contact points, including web portals, automated telephone lines, digital kiosks, emails and mobile applications.” The automated phone line and the kiosk are on the list, and they are exactly where most people get stuck.

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   Step 3: You can ask for a human, and you do not have to explain why

   The sentence is written without conditions: “Every person shall have the right to request that any transaction, inquiry or service offered through automated or artificial intelligence-assisted systems be attended by a human being.” It does not say “when the system cannot resolve it,” nor “if they show a need.” It says every person, any transaction.

4. 4

   Step 4: At any stage of the process

   This is the detail that stops them telling you it is too late. The agency must “guarantee the availability of a clear, accessible and operative option allowing the citizen to transfer or escalate the interaction to a human representative at any stage of the process.” Three adjectives worth remembering: clear, accessible and operative. A hidden option, or one that does not work, does not comply.

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   Step 5: Without reprisals or undue delays

   The law demands it of the agency in the same article: it must “establish and apply reasonable protocols ensuring that request is attended with diligence, efficacy and without reprisals or undue delays.” Asking for a human being cannot cost you your turn or your transaction.

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   Step 6: What counts as artificial intelligence here

   The definitions decide when the right applies, so here they are in full. “Artificial Intelligence (AI)” is “any automated system that can interpret data, learn from it and make decisions or recommendations without direct human intervention.” “Automated System” is an “algorithm or programmed technology that executes tasks or decisions without direct human intervention.” And “Human Interaction” is “direct participation of a human being in the communication, attention or provision of a service.” The notice article further names virtual assistants, chatbots, data-processing algorithms and automated systems specifically.

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   Step 7: Who regulates and since when it governs

   The law puts a single entity in charge: the Puerto Rico Innovation and Technology Service “shall be the sole entity charged with creating the regulatory mechanisms to implement this Act, within a term of no more than one hundred eighty (180) days from its approval.” And on effectiveness there is no grace period: “This Act shall take effect immediately after its approval.” The certified copy we read carries a Department of State certification date of June 24, 2026.

The right is exercised on the spot, before the agency itself: you ask to be transferred or escalated to a human representative, and the law says that option must be available at any stage. There is no central office to go to: the law creates none. The Puerto Rico Innovation and Technology Service is charged with the regulations, not with handling individual claims according to the text. If your matter is a complaint against an agency for another reason, or access to public information, those have their own guides here.

• Believing you must justify the request: the law gives the right to every person for any transaction, without conditions.
• Accepting that it is too late to escalate: the law requires the option at any stage of the process.
• Accepting a hidden or non-working option: the law requires it be clear, accessible and operative.
• Thinking it only applies to the website: the law also names automated telephone lines, digital kiosks, emails and mobile applications.
• Assuming the notice may come midway through the conversation: the law requires it before the interaction begins.
• Fearing that asking for a human will hurt you: the law requires the request be attended without reprisals or undue delays.
• Looking in this law for a fine or a complaint: it has none, and we do not invent them here.

These are the government pages this guide is based on.

• Portal de Servicios del Gobierno de Puerto Rico (PR.gov)

  PR.gov

  bvirtualogp.pr.gov