{"id":32584,"date":"2026-07-19T08:00:00","date_gmt":"2026-07-19T06:00:00","guid":{"rendered":"https:\/\/pegamento.nl\/niet-gecategoriseerd\/what-transparency-requirements-apply-to-ai-that-responds-to-customer-emails\/"},"modified":"2026-07-19T10:00:34","modified_gmt":"2026-07-19T08:00:34","slug":"what-transparency-requirements-apply-to-ai-that-responds-to-customer-emails","status":"publish","type":"post","link":"https:\/\/pegamento.nl\/en\/contact-center\/what-transparency-requirements-apply-to-ai-that-responds-to-customer-emails\/","title":{"rendered":"What transparency requirements apply to AI that responds to customer emails?"},"content":{"rendered":"

If you use an AI email assistant<\/a> to respond to customer emails, specific transparency requirements apply. Under the EU AI Act and the GDPR, in most cases you must inform customers that they are communicating with an AI system, and you must be able to explain how that system makes decisions. In this article, we answer the most frequently asked questions about transparency in AI-powered email processing. <\/p>\n

What laws impose transparency requirements on AI email systems?<\/h2>\n

AI systems that respond to customer emails are primarily governed by two European laws: the EU AI Act (Regulation (EU) 2024\/1689) and the GDPR. The AI Act imposes transparency obligations on both providers and users of AI systems, depending on the risk level. The GDPR applies as soon as the system processes personal data, which is almost always the case with customer emails. <\/p>\n

The EU AI Act took effect on August 1, 2024, but the requirements will be phased in. As of February 2, 2025, the prohibitions on manipulative AI practices and the requirement for AI literacy within your organization will already apply. Most of the requirements for high-risk systems will become enforceable as of August 2, 2026. This means that, as an organization, you must take action now to ensure you are compliant in a timely manner. <\/p>\n

In addition to the AI Act and the GDPR, sector-specific regulations may apply, such as the Telecommunications Act, Wft regulations in the financial sector, or Wmo guidelines in the healthcare sector. These laws may impose additional disclosure requirements on top of the European frameworks. <\/p>\n

Should customers know that an AI is responding to their emails?<\/h2>\n

Yes, in most cases, customers need to know that an AI is responding to their email. The EU AI Act requires providers and users of low- and high-risk AI systems to inform people when they are interacting with an AI. This certainly applies when the AI\u2019s response is phrased in a way that mimics human communication. <\/p>\n

This obligation does not apply only when the AI responds completely on its own. Even if an AI drafts a message that an employee sends with minimal changes, there may be a situation in which transparency is appropriate or even required. The line is drawn at systems that are deliberately designed to appear human without the recipient\u2019s knowledge. <\/p>\n

Exceptions may apply when the AI nature of the communication is obvious to the recipient, or when the messages are purely administrative, such as a confirmation of receipt. In cases of doubt, it is wise to make transparency the default. This protects you legally and strengthens customer trust. <\/p>\n

What should a transparency statement for AI-based email processing include?<\/h2>\n

A transparency statement for AI-based email processing must clearly inform customers about the use of AI, the nature of the processing, and their rights. The statement does not need to be technical, but it must be understandable and comprehensive enough to meet the obligation to provide information. <\/p>\n

Based on the AI Act and the GDPR, a good transparency statement must include at least the following elements:<\/p>\n