Are You Ready for the LSAC? Does Your AI Assistant Allow Real-Time Transfers to Human Agents?

The Law 10/2025, of December 26, on Customer Service (LSAC) entered into force on December 28, 2025. It is crucial to highlight that, although it is a Spanish state regulation, the law also applies mandatorily to all foreign and international companies that sell products or provide services to consumers in Spain. While affected businesses have a 12-month transition period — making full compliance mandatory and enforceable starting December 28, 2026 —, adapting digital processes to meet these regulatory standards must start now.

One of the most debated points of the law directly impacts automation: will businesses still be able to use bots and AI to deliver customer support?

The answer is a definitive yes, but with very clear conditions. The law demands that customers are never trapped in an automated loop and that they can reach an identified human agent quickly, directly, and under measurable criteria.

At Oct8ne, we have carefully analyzed the regulatory framework and can confirm that our platform meets all the technical requirements demanded by the LSAC, making it the ideal technology partner for your e-commerce or business to keep selling and providing support without the risk of penalties.

1. The Key Challenge of the LSAC: Personalized Support and Escalation to Human Agents

The article regarding personalized support is unambiguous: customers have the right to request assistance from an identified human operator from the beginning and at any point during the interaction.

How does Oct8ne address this?

• Instant human handoff: Oct8ne bots and AI Agents never restrict the user. You can set up direct workflows to transfer the interaction to a human agent at any time during the conversation.
• Response times (< 3 minutes): The LSAC mandates that 95% of personalized support requests must be attended, on average, in under 3 minutes. The Oct8ne dashboard provides detailed metrics to verify that your software and support team consistently meet this policy.
• Escalation to supervisors: The platform enables seamless transfers to supervisors, other departments, or specialized agents while preserving the full conversation history and tracking service times.

2. Accessibility and 24/7 Availability

The legislation requires businesses to provide accessible channels, clear tracking of inquiries and incidents, and frictionless support across digital touchpoints.

• Unified channels: Oct8ne lets you manage queries, complaints, and claims across website chat, WhatsApp, Instagram, Facebook Messenger, and email.
• Universal Accessibility (WCAG 2.0 AA): The customer-facing chat interface complies with WCAG 2.0 Level AA accessibility guidelines, ensuring access for seniors, people with disabilities, or individuals in vulnerable situations.
• Multilingual support: Full capability to handle inquiries across multiple languages.
• 24/7 availability: The platform allows you to keep digital channels operating around the clock to deliver continuous, personalized support.

3. Traceability, Receipts, and Conversation Logging

To safeguard consumer rights, the LSAC requires every interaction to leave an audit trail and provides the user with a tracking reference.

Integrated solutions in Oct8ne:

1. Unique conversation identifier: Each session is assigned a reference code to retrieve and review its status at any time.
2. Exportable receipts: Oct8ne records and allows you to export full conversation histories along with date, timestamp, and user IP/identifier.
3. Digital thread preservation: Full documentation history of responses and communications is preserved to satisfy official notification and information terms.

4. Customer Satisfaction Measurement and Quality Audits

The regulation obligates businesses to assess their service quality periodically and measure customer satisfaction specifically after resolving an inquiry or complaint.

• Built-in surveys: Oct8ne allows you to deploy native CSAT surveys directly inside the chat once the session concludes, or integrate third-party survey tools.
• Reports and audit-ready KPIs: Detailed analytics covering wait times, session duration, and key quality indicators, making it easy to generate the documentation required for regular compliance audits.

Prepare Your Business Ahead of December 2026

Aligning your e-commerce technology with Law 10/2025 does not mean giving up on operational efficiency or Artificial Intelligence. With Oct8ne, you rely on software that natively integrates end-to-end traceability, compliant response time tracking, and fast human escalation workflows.

Looking to implement a fully compliant LSAC solution? Schedule your free demo with the Oct8ne team today!