The European Union (EU) has taken a significant step towards regulating Artificial Intelligence (AI) technology. The EU AI Act, proposed to safeguard individuals and businesses from the potential risks associated with AI, introduces a framework that impacts various sectors, including customer service organizations.

As a provider of AI solutions tailored for customer service optimization, we understand the importance of staying informed about regulatory changes and guiding our clients through compliance. Here's what you need to know about the EU AI Act and how it may affect your operations.

Understanding the EU AI Act

The EU AI Act aims to establish a harmonized regulatory framework for AI across the EU member states. At its core, the regulation aims to strike a delicate balance between fostering technological innovation and safeguarding the fundamental rights of EU citizens. It encompasses various facets of AI, including generative AI like the widely used ChatGPT, which has found applications across industries and in everyday interactions.

Requirements cover how AI is developed, deployed and used, but also how it is monitored and maintained.

Risk-Based Approach

One of the key principles of the EU AI Act is the adoption of a risk-based approach. This means that AI systems will be categorized based on their potential risk levels, ranging from unacceptable risk to minimal risk. Some AI systems with higher-risk systems subject to stricter obligations, while others will necessitate comprehensive documentation and adherence to specified standards. Customer service organizations must assess the risk levels of their AI systems and ensure compliance with the corresponding regulatory requirements.

Preparing for Compliance

Customer service organizations must prepare for compliance with the EU AI Act by conducting thorough risk assessments of their AI systems. Developing an AI strategy helps your organization coordinate its vision for AI and plan the path to achieve it. This involves setting priorities, identifying essential capabilities, and selecting the best use cases for investment. This involves identifying potential risks such as bias, discrimination, and lack of transparency in decision-making processes.

Moreover, organizations need to establish robust governance systems to monitor and address AI-related risks effectively. This includes implementing measures for data protection, transparency, and accountability at every stage of the AI process.

AI Strategies

Quality of Data

The EU AI Act emphasizes the importance of high-quality data in AI systems. Customer service organizations must ensure that the data used to train and deploy AI models are accurate, relevant, and representative of diverse populations.

To meet these requirements, organizations need to invest in data quality management processes and technologies that enable data validation, cleansing, and enrichment. By prioritizing the quality of data, organizations can improve the performance and fairness of their AI systems while reducing potential risks.

Quality Best Practices

Choosing Quality-Centric AI Solutions

In light of the EU AI Act, customer service organizations need AI solutions that are built on a foundation of quality and compliance. When selecting AI vendors, organizations should prioritize providers that offer transparent and accountable AI technologies.

As the regulatory landscape for AI continues to evolve, customer service organizations must proactively adapt to ensure compliance with the EU AI Act. By embracing a risk-based approach, focusing on the quality of data, and selecting AI solutions that prioritize compliance and transparency, organizations can navigate the regulatory challenges effectively.


Want to learn more about enhancing your AI’s training data through Quality Control? Here is a Guide for Contact Centers on an approach to comply with the EU AI Act.


Your Partner in Compliance and Quality

At Nexcom, we are dedicated to supporting our clients on their journey towards compliance and excellence in AI-driven customer service. Contact us today to learn more about how our AI solutions can help your organization thrive in the era of regulatory compliance and digital innovation.

Back to Blog