The EU AI Act requires AI transparency. What does it mean for CX?
The EU AI Act's transparency requirements are now in effect, requiring companies operating in the EU to disclose when customers interact with AI and when content is AI-generated. For CX leaders, the new rules raise a question that goes well beyond compliance: how do you disclose AI in a way that builds trust rather than creating friction?
CX Dive spoke with Mahadevan Meikum Perumal, VP and head of delivery and client success of EMEA at TTEC Digital, about how organizations should approach the regulations — starting with taking inventory of the AI already embedded across the business and treating transparency as an organization-wide initiative rather than a legal or IT problem.
The article also explores what consumers can expect from AI disclosure, why good governance is an ongoing journey rather than a one-time project, and how transparency can help companies better understand their customers.
"The organization and CX leaders shouldn't see this as another regulatory requirement. That's the wrong way of looking at it. To me, it's an opportunity."
