{"id":31919,"date":"2026-07-05T08:00:00","date_gmt":"2026-07-05T06:00:00","guid":{"rendered":"https:\/\/pegamento.nl\/niet-gecategoriseerd\/how-will-the-ai-act-affect-customer-service-departments\/"},"modified":"2026-07-05T10:00:38","modified_gmt":"2026-07-05T08:00:38","slug":"how-will-the-ai-act-affect-customer-service-departments","status":"publish","type":"post","link":"https:\/\/pegamento.nl\/en\/contact-center\/how-will-the-ai-act-affect-customer-service-departments\/","title":{"rendered":"How will the AI Act affect customer service departments?"},"content":{"rendered":"<p>The AI Act has direct implications for customer service departments that use AI tools for customer interactions, automation, or decision-making. Depending on how you use AI, you\u2019ll be subject to either light transparency requirements or stricter requirements for high-risk systems. In this article, we answer the most frequently asked questions about what the <a href=\"https:\/\/pegamento.nl\/en\/ai-powered-intelligence\/\">AI Act means for customer service<\/a> and how to properly prepare your organization.  <\/p>\n<h2>Which AI applications in customer service are covered by the AI Act?<\/h2>\n<p>Most AI applications in customer service fall under the <strong>\u201climited risk\u201d<\/strong> or <strong>\u201cminimal risk\u201d<\/strong> categories under the AI Act. Examples include chatbots, virtual assistants, and automated email processing. These systems are largely unregulated, but they must comply with transparency requirements whenever they communicate with people.  <\/p>\n<p>In practical terms, this means that a chatbot or voice-based AI assistant must always clearly inform users that they are communicating with an AI system and not with a human. This will take effect on February 2, 2025, as the transparency requirements are already in force. <\/p>\n<p>However, there are situations in which customer service AI does fall into the high-risk category. This is the case when the system: <\/p>\n<ul>\n<li>Profiling individual customers to make decisions about access to essential services, such as credit or insurance<\/li>\n<li>Automatically determines whether someone is eligible for a service or product based on personal characteristics<\/li>\n<li>Used for emergency calls or urgent services where errors have direct consequences for safety<\/li>\n<li>Emotion recognition applied in the workplace, for example, to monitor employees<\/li>\n<\/ul>\n<p>AI systems that perform only routine tasks, such as forwarding messages or retrieving information from a knowledge base, generally fall outside the high-risk definition. However, as soon as a system makes independent decisions that directly affect customers, the classification changes. <\/p>\n<h2>What are the requirements for high-risk AI in customer interactions?<\/h2>\n<p>If an AI system used in your customer service is classified as high-risk, significantly stricter requirements apply. The most stringent requirements fall on the system provider, but as the deployer\u2014the organization that implements the system\u2014you also have clear responsibilities. <\/p>\n<h3>Requirements for Providers of High-Risk AI<\/h3>\n<p>Companies that develop and market high-risk AI systems must, among other things:<\/p>\n<ul>\n<li>Establish a continuous risk management system throughout the system&#8217;s entire lifecycle<\/li>\n<li>Maintain technical documentation in accordance with the requirements of Annex IV of the AI Act<\/li>\n<li>Enable automatic event logging<\/li>\n<li>Systematically incorporate human oversight into the system&#8217;s design<\/li>\n<li>Apply for CE marking and a declaration of conformity<\/li>\n<li>Registering the system in the European AI database<\/li>\n<\/ul>\n<h3>Requirements for Deployers in Customer Service<\/h3>\n<p>If your customer service department deploys a high-risk AI system from a third-party vendor, you are the deployer. Your obligations are more limited, but they are not without responsibility: <\/p>\n<ul>\n<li>Use the system as specified by the provider<\/li>\n<li>Assign human supervision to qualified and trained employees<\/li>\n<li>Retain logs for at least six months<\/li>\n<li>Informing employees about the use of the AI system before it is put into use (Article 26(7))<\/li>\n<li>Conduct a data protection impact assessment (DPIA) where applicable<\/li>\n<\/ul>\n<p>In addition, under Article 86, customers have the right to request an explanation of decisions made about them by a high-risk AI system. So make sure you are able to provide that explanation. <\/p>\n<h2>When must a customer service department comply with the AI Act?<\/h2>\n<p>The AI Act will be implemented in phases. For customer service departments, three dates are most relevant. The prohibited practices and the AI literacy requirement will take effect on February 2, 2025. The requirements for high-risk systems will become fully enforceable on August 2, 2026.   <\/p>\n<p>Here is the specific timeline:<\/p>\n<ol>\n<li><strong>Effective February 2, 2025:<\/strong> Prohibited AI applications are no longer allowed. Examples include manipulative techniques, emotion recognition in the workplace, and social scoring. The AI literacy requirement is also in effect, which means that employees must have a basic understanding of AI.  <\/li>\n<li><strong>Effective August 2, 2025:<\/strong> Requirements for providers of General Purpose AI (GPAI) models are in effect. Fines may already be imposed. <\/li>\n<li><strong>Effective August 2, 2026:<\/strong> Most requirements for high-risk Annex III systems will become enforceable. This is the date by which customer service organizations that use high-risk AI must be fully compliant. <\/li>\n<\/ol>\n<p>So don\u2019t wait until 2026 to get started. Setting up an AI registry, assessing your systems, and training employees takes time. Organizations that are already taking action now will be in a much stronger position down the road.  <\/p>\n<h2>How does the AI Act differ from the GDPR for customer service teams?<\/h2>\n<p>The AI Act and the GDPR complement each other but address different risks. The GDPR protects personal data and regulates how it is processed. The AI Act regulates AI systems themselves, regardless of whether they process personal data. For customer service teams, this means you must apply both frameworks in parallel.   <\/p>\n<p>A few specific differences:<\/p>\n<ul>\n<li><strong>Scope:<\/strong> The GDPR applies to all processing of personal data. The AI Act applies specifically to AI systems and their impact on people, even when no personal data is involved. <\/li>\n<li><strong>Risk Model:<\/strong> The GDPR is based on the principles of data minimization and purpose limitation. The AI Act uses risk levels to determine how strict the requirements are. <\/li>\n<li><strong>Transparency:<\/strong> Both laws require transparency, but the AI Act adds a specific requirement: users must know when they are interacting with an AI, even if no personal data is being processed.<\/li>\n<li><strong>Overlap in DPIA:<\/strong> For high-risk AI that also processes personal data, both an AI Act compliance assessment and a GDPR DPIA are required. These processes may overlap, and you can combine them effectively. <\/li>\n<\/ul>\n<p>For the day-to-day operations of a customer service department, this means: the GDPR compliance measures you\u2019ve already put in place are a good foundation, but they\u2019re not enough. The AI Act requires additional documentation, risk assessments, and governance specifically related to your AI systems. <\/p>\n<h2>What do customer service representatives need to know about AI transparency?<\/h2>\n<p>Customer service representatives must understand that the AI Act establishes two types of transparency requirements: transparency toward customers and transparency within the organization. Both are relevant to day-to-day work practices. <\/p>\n<p>When it comes to customers, any AI application that communicates directly with people must identify itself as AI. A chatbot that conducts conversations, a voicebot that handles incoming calls, or a system that sends automated emails must clearly indicate this. Employees who receive complaints about AI interactions must know how to handle them properly and where customers can exercise their rights.  <\/p>\n<p>The AI literacy requirement (Article 4) is already in effect. This means that organizations must train their employees in the basics of AI: what it is, how it works, and what its limitations are. Employees do not need to become technical experts, but they must:  <\/p>\n<ul>\n<li>Understanding which AI systems they use every day<\/li>\n<li>Knowing When an AI Decision Requires Human Oversight<\/li>\n<li>Being able to accurately inform customers about the use of AI in customer interactions<\/li>\n<li>Recognizing signs that an AI system is producing inaccurate or biased results<\/li>\n<\/ul>\n<p>Automation bias\u2014the blind reliance on AI recommendations without critical thinking\u2014is a specific risk that the AI Act aims to address. Employees must be trained to view AI as a tool and not as an infallible decision-maker. <\/p>\n<h2>How do you prepare a customer service department for the AI Act?<\/h2>\n<p>Preparing for the AI Act starts with a clear overview of all the AI systems you use. Without that inventory, you won\u2019t know which obligations apply to you. A structured four-step approach will help you get started.  <\/p>\n<ol>\n<li><strong>Create an AI registry:<\/strong> Document all the AI systems you use, including their purpose, vendor, and the role your organization plays (deployer, provider, or something in between).<\/li>\n<li><strong>Classify your systems:<\/strong> Determine the risk level for each system. Most customer service tools fall under the &#8220;limited&#8221; or &#8220;minimal&#8221; risk categories, but be sure to verify this explicitly for systems that make decisions about customers. <\/li>\n<li><strong>Review contracts with suppliers:<\/strong> Ensure that suppliers of AI systems fulfill their obligations as providers. Request technical documentation, user manuals, and information on how human oversight is built into the system. <\/li>\n<li><strong>Train your employees:<\/strong> Invest in AI literacy for everyone who works with AI systems. This is not only a legal requirement, but also a way to improve the quality of your customer interactions. <\/li>\n<\/ol>\n<p>Organizations that use multiple providers for phone services, chat, WhatsApp, and email are at greater risk of compliance gaps. If systems do not communicate with one another and there is no central overview, it is also virtually impossible to properly implement AI Act requirements such as logging and human oversight. <\/p>\n<h2>How Pegamento Helps Ensure AI Act Compliance in Customer Service<\/h2>\n<p>As a customer service department, you want to use AI to better assist customers, not to get bogged down in compliance issues. We help organizations achieve both goals at the same time: smart AI implementation that also complies with the requirements of the AI Act. <\/p>\n<p>Our <a href=\"https:\/\/pegamento.nl\/en\/agentic-ai-for-customer-service\/\">Agentic AI for customer service<\/a> goes beyond traditional automation. Whereas classic RPA bots follow instructions, our Agentic AI assistants take the initiative on their own: they think along with you, act proactively, and scale up when necessary. We don\u2019t do this with expensive custom solutions, but with a smart combination of proven standard building blocks that we configure to fit your situation.  <\/p>\n<p>Here&#8217;s what we specifically offer to help you prepare for the AI Act:<\/p>\n<ul>\n<li>Transparent AI systems that identify themselves to customers, in accordance with transparency requirements<\/li>\n<li>Built-in human oversight, so employees can always take control<\/li>\n<li>Logging and reporting on all customer contact channels from a single central platform<\/li>\n<li>Support for classifying AI systems and preparing documentation<\/li>\n<li>Everything under one roof: from implementation to management and support, without a complex supplier structure<\/li>\n<\/ul>\n<p>We are ISO 27001-certified for information security, supplemented by ISO 9001 and ISO 26000, which means that compliance and quality are systematically ensured at our company. Would you like to know how your customer service department is currently performing and what it takes to operate in compliance with the AI Act? <a href=\"https:\/\/pegamento.nl\/en\/contact-2\/\">Contact us<\/a>, and we\u2019d be happy to help you figure it out. <\/p>\n<div class=\"wp-block-seoaic-faq-block\">\n    <h2 class=\"seoaic-faq-section-title\">Frequently Asked Questions<\/h2>\n            <div class=\"seoaic-faq-item\">\n            <h3 class=\"seoaic-question\">\n                Wat gebeurt er als mijn organisatie niet voldoet aan de AI Act?            <\/h3>\n            <p class=\"seoaic-answer\">\n                Bij niet-naleving van de AI Act kunnen toezichthouders aanzienlijke boetes opleggen. Voor overtredingen van de zwaarste verplichtingen, zoals het inzetten van verboden AI-praktijken, kunnen boetes oplopen tot 35 miljoen euro of 7% van de wereldwijde jaaromzet. Voor minder ernstige overtredingen, zoals het niet naleven van transparantieverplichtingen, liggen de boetes lager maar zijn ze nog steeds significant: tot 15 miljoen euro of 3% van de omzet. Naast financi\u00eble sancties riskeer je ook reputatieschade bij klanten die steeds bewuster worden van hun AI-rechten.            <\/p>\n        <\/div>\n                <div class=\"seoaic-faq-item\">\n            <h3 class=\"seoaic-question\">\n                Hoe weet ik of een AI-tool van een externe leverancier AI Act-compliant is?            <\/h3>\n            <p class=\"seoaic-answer\">\n                Vraag je leverancier expliciet om technische documentatie, een conformiteitsverklaring en informatie over hoe menselijk toezicht in het systeem is ingebouwd. Voor hoog-risico systemen zijn aanbieders verplicht deze documentatie te leveren conform Annex IV van de AI Act. Controleer ook of de leverancier het systeem heeft geregistreerd in de Europese AI-databank en of er duidelijke gebruiksinstructies zijn. Staat een leverancier hier vaag over, dan is dat een belangrijk signaal om kritisch te zijn over de samenwerking.            <\/p>\n        <\/div>\n                <div class=\"seoaic-faq-item\">\n            <h3 class=\"seoaic-question\">\n                Mijn organisatie gebruikt een chatbot die soms menselijke namen gebruikt. Is dat toegestaan?            <\/h3>\n            <p class=\"seoaic-answer\">\n                Nee, dit is in strijd met de transparantieverplichtingen van de AI Act die al van kracht zijn sinds 2 februari 2025. Een AI-systeem dat communiceert met mensen moet altijd duidelijk kenbaar maken dat het om een AI gaat, ook als het een menselijke naam of persoonlijkheid heeft. Dit geldt voor chatbots, voicebots en geautomatiseerde e-mailsystemen. Pas de instellingen van je chatbot zo aan dat bij het begin van elk gesprek expliciet wordt vermeld dat de klant met een AI-assistent communiceert.            <\/p>\n        <\/div>\n                <div class=\"seoaic-faq-item\">\n            <h3 class=\"seoaic-question\">\n                Hoe ga ik om met klanten die vragen om een uitleg over een AI-beslissing?            <\/h3>\n            <p class=\"seoaic-answer\">\n                Op grond van Artikel 86 van de AI Act hebben klanten het recht om een uitleg te vragen over beslissingen die een hoog-risico AI-systeem over hen heeft genomen, bijvoorbeeld een afwijzing op basis van een geautomatiseerde beoordeling. Zorg dat je klantenservicemedewerkers weten welke AI-systemen hoog-risico beslissingen nemen, en dat ze toegang hebben tot de informatie die nodig is om die beslissing toe te lichten. Leg intern vast hoe je dit proces inricht en wie verantwoordelijk is voor het beantwoorden van dergelijke verzoeken.            <\/p>\n        <\/div>\n                <div class=\"seoaic-faq-item\">\n            <h3 class=\"seoaic-question\">\n                Geldt de AI-geletterdheidsplicht ook voor medewerkers die AI alleen indirect gebruiken?            <\/h3>\n            <p class=\"seoaic-answer\">\n                De AI-geletterdheidsplicht (Artikel 4) geldt voor alle medewerkers die met AI-systemen werken, ook als dat indirect is. Denk aan een teamleider die rapportages beoordeelt die door AI zijn gegenereerd, of een medewerker die klantdossiers afhandelt die door AI zijn voorgesorteerd. Het niveau van training hoeft niet voor iedereen gelijk te zijn: medewerkers die AI dagelijks actief inzetten, hebben diepgaandere kennis nodig dan collega&#8217;s die er zijdelings mee te maken hebben. Stem het trainingsprogramma af op de mate van AI-gebruik per rol.            <\/p>\n        <\/div>\n                <div class=\"seoaic-faq-item\">\n            <h3 class=\"seoaic-question\">\n                Wat is een AI-register en hoe begin ik met het opstellen ervan?            <\/h3>\n            <p class=\"seoaic-answer\">\n                Een AI-register is een intern document waarin je alle AI-systemen binnen je organisatie vastlegt, inclusief hun doel, leverancier, risiconiveau en de rol die jouw organisatie speelt. Begin simpel: maak een overzicht van alle tools die je gebruikt voor klantcontact, automatisering of besluitvorming, en noteer per tool wie de aanbieder is en wat het systeem concreet doet. Voeg vervolgens per systeem het risiconiveau toe op basis van de AI Act-categorie\u00ebn. Dit register is niet alleen nuttig voor compliance, maar ook voor interne governance en leveranciersbeheer.            <\/p>\n        <\/div>\n                <div class=\"seoaic-faq-item\">\n            <h3 class=\"seoaic-question\">\n                Moet ik als deployer iets regelen als mijn AI-leverancier stopt of het systeem ingrijpend wijzigt?            <\/h3>\n            <p class=\"seoaic-answer\">\n                Ja, als deployer ben je verantwoordelijk voor het bewaken van de continu\u00efteit en correcte werking van het AI-systeem dat je inzet. Als een leverancier het systeem ingrijpend wijzigt, moet je opnieuw beoordelen of het systeem nog steeds voldoet aan de AI Act-vereisten en of de risicoklassificatie nog klopt. Leg in contracten vast dat leveranciers jou tijdig informeren over significante wijzigingen, updates of het stopzetten van het systeem. Zo voorkom je onverwachte compliance-gaten en kun je tijdig alternatieve maatregelen treffen.            <\/p>\n        <\/div>\n        <\/div>\n","protected":false},"excerpt":{"rendered":"<p>The AI Act is already affecting customer service\u2014find out what requirements apply and how to prepare your organization.<\/p>\n","protected":false},"author":2,"featured_media":31920,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[500],"tags":[],"class_list":["post-31919","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-contact-center"],"_links":{"self":[{"href":"https:\/\/pegamento.nl\/en\/wp-json\/wp\/v2\/posts\/31919","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/pegamento.nl\/en\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/pegamento.nl\/en\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/pegamento.nl\/en\/wp-json\/wp\/v2\/users\/2"}],"replies":[{"embeddable":true,"href":"https:\/\/pegamento.nl\/en\/wp-json\/wp\/v2\/comments?post=31919"}],"version-history":[{"count":2,"href":"https:\/\/pegamento.nl\/en\/wp-json\/wp\/v2\/posts\/31919\/revisions"}],"predecessor-version":[{"id":31922,"href":"https:\/\/pegamento.nl\/en\/wp-json\/wp\/v2\/posts\/31919\/revisions\/31922"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/pegamento.nl\/en\/wp-json\/wp\/v2\/media\/31920"}],"wp:attachment":[{"href":"https:\/\/pegamento.nl\/en\/wp-json\/wp\/v2\/media?parent=31919"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/pegamento.nl\/en\/wp-json\/wp\/v2\/categories?post=31919"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/pegamento.nl\/en\/wp-json\/wp\/v2\/tags?post=31919"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}