Do I need to disclose AI in customer service (chat, email, voice)?
Chat and voice: yes, clearly — Article 50(1) covers direct AI interaction. Fully automated AI email replies: best practice and arguably covered when conversational; AI-drafted human-sent replies: no, a human is the interactor. When in doubt, disclose.
By channel
| Channel | Disclosure needed? |
|---|---|
| Website chatbot | Yes, always, first contact |
| Voice AI on phone lines | Yes, at call start |
| Fully automated AI email agent | Grey zone leaning yes — if it converses with a person, treat it as covered |
| AI-drafted, human-sent replies | No — the human interacted, not the AI |
| Internal AI tools staff use | No (not public interaction) |
Why "when in doubt, disclose" wins
The cost of an unnecessary disclosure line is zero. The cost of a necessary one you skipped is a mid-tier AI Act violation. Set it up free →
Free tools: scan your site · all guides · full assessment — €99
The assessment
Company assessment
€99
One payment per company.
Get a specialist-reviewed AI inventory, system classifications, required notices and a prioritised action plan within 24–48h.
What you receive
- •AI inventory and system classifications
- •Article 50 duties by touchpoint
- •Recommended notice wording and placement
- •Evidence and documentation gaps
- •Prioritised actions and deadlines
- •Specialist review and follow-up questions
Need a public-page check first? · Need the visitor notice only?
Sold by Agents AI Ltd., 27 Old Gloucester Street, London WC1N 3AX, United Kingdom. Companies House No. 16570822