Classified examples · Customers and content · Po polsku

An AI voice agent answers the phone

Calls to the customer line are answered by an AI voice agent that books appointments and answers questions, with transfer to staff.

How we classify it

1. An AI system that interacts directly with callers: Article 50(1) applies.
2. Answering calls is not listed in Annex III: not high-risk as such.
3. A natural-sounding voice makes it less obvious that it is AI, so the disclosure has to be spoken at the start of the call.
4. Result: transparency obligations since 2 August 2026; deployer, or provider if the company built the agent itself.

What applies now

• Spoken AI disclosure at the start of the call, and a way to reach a person
• Recording notice and GDPR information
• Register entry, owner and vendor terms

What would change the answer

• If the agent analyses callers' emotions from their voice, that is an emotion recognition system: disclose it (Article 50(3)); it is high-risk (Annex III point 1(c))
• If it imitates a real person's voice, get that person's consent and treat it as a deepfake

Evidence to keep

• Recording of the opening message
• Transparency checklist
• Vendor questionnaire

In the AI Compliance Kit: 05Transparency Checklist and Disclosure Texts · 03AI System Inventory · 07Vendor Due Diligence Questionnaire.

Dates and sources

• Transparency obligations, Article 50: 2 August 2026

Legal basis: AI Act art. 50(1), 50(3).

Similar examples

• A vendor's AI chatbot answers customers on our website Transparency (Article 50)
• Marketing creates images with an AI image generator Transparency (Article 50)
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