{"id":19737,"date":"2026-09-16T14:10:00","date_gmt":"2026-09-16T12:10:00","guid":{"rendered":"https:\/\/glofera.com\/?p=19737"},"modified":"2026-10-08T17:46:40","modified_gmt":"2026-10-08T15:46:40","slug":"disclose-ai-calls","status":"publish","type":"post","link":"https:\/\/glofera.com\/en\/disclose-ai-calls\/","title":{"rendered":"Do you have to disclose that an AI is answering your calls?"},"content":{"rendered":"

If you’re considering putting an AI voice agent<\/a> on your company’s phone, this is the question worth settling before the first call and not after: yes, you have to disclose it. European regulation requires telling the person that they’re talking to an automated system. What almost nobody explains is how to say it without scaring off the caller, and who’s responsible if one day it wasn’t said.<\/p>\n

This is a practical explanation, not legal advice. For a specific case, check with your legal adviser.<\/em><\/p>\n

What the rule says, in short<\/h2>\n

The European Artificial Intelligence Regulation (the AI Act) sets transparency obligations for AI systems that interact directly with people. The underlying idea is simple: nobody should believe they’re talking to a human when they’re talking to a machine.<\/p>\n

That means the person calling must be able to know they’re being served by an automated system, unless it’s obvious from the context. In a well-made voice call it’s never obvious, so in practice you have to say it.<\/p>\n

On top of that comes GDPR, which governs recordings. If the agent records the conversation or stores the transcript, you’re processing personal data and you need to inform people of that, have a legal basis, and have a retention policy.<\/p>\n

They’re two separate obligations and it’s best not to mix them up: one is “you’re being served by an AI,” the other is “this call is being recorded.” You can have the first without the second, but if you record, you need both.<\/p>\n

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Where it gets complicated: the notice kills the conversation<\/h2>\n

Here’s the real problem, and it’s a business one, not a legal one. The notice goes at the start of the call, which is exactly the most fragile moment. If you open with a paragraph of legal terms, two things happen: people hang up, or they tune out and then don’t hear the first question.<\/p>\n

The solution isn’t hiding the notice. It’s writing it the way a person talks, not the way a legal department writes.<\/p>\n

How not to say it<\/h3>\n

“We hereby inform you that this communication is being handled by an artificial intelligence system and may be recorded in accordance with current data protection regulations, and you may exercise your rights…”<\/p>\n

Nobody listens to the whole thing. And worst of all: it sounds like a bad call center before you’ve said anything useful.<\/p>\n

How to say it<\/h3>\n

“Hi, I’m [company]’s virtual assistant. I’ll be helping you, and if you’d prefer, I can put you through to a person. How can I help?”<\/p>\n

It complies: it says it’s a virtual assistant, in the first sentence and without ambiguity. And it also does something the long notice doesn’t: it offers the human exit right away, which is what truly reassures the caller.<\/p>\n

If you also record, it’s added briefly after the first response, not chained to the greeting: “Just so you know, we record the call to review the quality of the service.”<\/p>\n

The three rules that make it work<\/h2>\n