By industry · Written by Yobel Tzegai · Last checked 9 October 2026
Customer service AI under the EU AI Act: chatbots must say they are AI (Article 50(1)), emotion recognition is high-risk, Article 4 applies to all.
| System | Usual outcome | Provision | Applies from |
|---|---|---|---|
| A chatbot or voice agent answering customers | Transparency duties for its provider | Article 50(1); Article 50(2) where it generates content | 2 August 2026, under Article 113, second paragraph; Article 50(2) by 2 December 2026 for a system placed on the market before 2 August 2026 (Article 111(4)) |
| Drafting replies that an agent sends | No duty of its own beyond Article 4 | Article 4, as replaced by Regulation (EU) 2026/1744 | 2 February 2025, under Article 113, third paragraph, point (a), as replaced |
| Emotion recognition on customers’ voices or faces | High-risk, and its deployer informs the people exposed | Point 1(c) of Annex III; Article 50(3) | 2 December 2027 for the high-risk duties (Article 113, third paragraph, point (c), as replaced); 2 August 2026 for Article 50(3) (Article 113, second paragraph) |
| Inferring your own agents’ emotions at work | Prohibited, except for medical or safety reasons | Article 5(1), first subparagraph, point (f) | 2 February 2025, under Article 113, third paragraph, point (a), as replaced |
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LiveLink each duty to a file and the page it stands on: a policy, a log setting, a training record.
LiveAnswering a customer's questionnaire inside the app, from the proof you already linked.
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The system must be designed so they are informed, unless it is obvious to a reasonably well-informed, observant and circumspect person in the circumstances (Article 50(1)). The duty is the provider’s; if you bought the bot, ask its provider how it meets it. Article 50 applies from 2 August 2026, and Article 50(2) from 2 December 2026 for a generator already on the market (Article 111(4)).
Not as such. Annex III does not list ticket routing or reply drafting. Point 5(d) lists AI systems that evaluate and classify emergency calls, dispatch emergency first response services or establish priority in dispatching them, and emergency healthcare patient triage systems. Point 5 also lists eligibility for public assistance benefits evaluated by or on behalf of public authorities (point (a)); creditworthiness, except fraud detection (point (b)); and life and health insurance pricing (point (c)).