AI Act and transparency

The most concrete European rule for those using a bot with customers: people must know they are talking to a machine. Here is how we guarantee it.

How it works

The AI Act, the European regulation on artificial intelligence, requires transparency: anyone interacting with an automatic system must be able to understand it. With glacom® this is already set up:

• Chatbot: it introduces itself as a virtual assistant and the chat appearance does not imitate a real person.
• Callbot: it says so at the start of the call, before getting into the details.
• Handover to operator: when the conversation passes to a real person, the change is visible: the customer knows when they are talking to the bot and when to a human.

What you need to do

Nothing technical. Just two things:

1. Do not ask us to pretend the bot is a person: we do not do it, and it is the thing the AI Act forbids most clearly.
2. If you customize the welcome messages, keep the assistant introduction: it is part of the transparency (and customers appreciate it more than you think).

What glacom® does

We keep the systems aligned with the AI Act transparency obligations for the category of systems that chatbots and callbots belong to. If the obligations change, we adapt the platform without you having to do anything.

Limits

• This page covers bot transparency. If you use AI for other purposes internal to your company, those are outside the glacom® perimeter.
• This is not legal advice: for evaluations of your specific situation, you need your consultant.

From the app

Not applicable: transparency is integrated into the bots, it is not a feature to configure.