New European Law on Artificial Intelligence: How does it affect customer service in your company?
The new European Artificial Intelligence Act introduces strict regulations that will have a significant impact on companies that use AI technologies in their customer service systems, such as chatbots, IVR with voice recognition, call analysis systems, among others.
These tools, which facilitate automated interaction with customers, must now comply with new requirements that seek to ensure transparency, fairness and security in the provision of the service. Below, we explain the main implications of this regulation for your company.
Transparency and informed consent
One of the most relevant aspects of the law is the obligation to inform customers that they are interacting with an automated system that has Artificial Intelligence. You will have to make sure that customers know from the beginning that they are communicating with a machine. In addition, if these tools collect or process personal data, it will be necessary to obtain the customer’s explicit consent before using such information.
Non-discrimination and fairness in service
The law also states that AI-based customer service systems must be designed and operated in a way that does not discriminate against users on the basis of language, accent, gender or other personal characteristics. This implies that companies must review and adjust their systems to ensure that all customers receive fair and equitable service, regardless of their particularities.
Responsibility and quality maintenance
Another crucial aspect is the responsibility that falls on companies in case of failures in AI systems. If a customer experiences problems, your company will be responsible for resolving the incident. This means that you must maintain constant monitoring of the quality and performance of your automated care systems, ensuring that they operate efficiently and without causing inconvenience to customers.
Human intervention and access to real support
The law also stresses the importance of customers always having the option to speak to a human agent if they prefer. This means that while AI systems can handle many queries, there must be a clear and accessible pathway for customers to communicate with a real person when necessary. Failure to provide this option could be considered a regulatory violation.
If you want to know more details about this regulation, we invite you to read the full text of the legislation HERE.
At Glofera we are committed to helping companies navigate this new technological landscape. We have advanced solutions for PBX with IVR systems with voice recognition and automations and integrations that will help you improve customer service and optimize your operations.
Do you need technological advice? Don’t hesitate to contact us. Our team of experts is here to help you implement the best solutions for your business. Contact us today at hola@glofera.com or call us at +34 900 600 300.
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