Search
Close this search box.

The top 5 effects on your customer service & 14 typical use cases.

Callback and appointment solutions for every channel.

perfect solution for your industrie.

About us – Partner, our team & open vacancies.

Insights – industry knowledge, success stories, press reviews & more.

Blog

How does the EU AI Act regulate the use of AI in contact centers? What impact does this have on virtualQ's software?

EU AI Act in contact centers and customer service: everything you need to know

The introduction of the EU AI Act marks a significant milestone in the regulation of artificial intelligence (AI) in Europe. As one of the first comprehensive sets of rules in the world to regulate the use and development of AI, this law aims to promote innovation while minimizing risks for citizens and businesses. It is crucial for companies to understand the implications and requirements of the EU AI Act.

According to Art. 2 of the EU AI Act, virtualQ is classified as a

“product manufacturers who place on the market or put into service an AI system together with their product and under their own name or trademark”

to be classified.

As a manufacturer, we are responsible for the compliance and safety of our software and take care to comply with all relevant regulations.

What is the EU AI Act?

The EU AI Act categorizes AI applications and systems into four levels to ensure effective and safe use:

  1. Unacceptable risk: applications that pose an unacceptable risk, such as state-operated social scoring systems. These are strictly prohibited in order to protect fundamental rights.
  2. High risk: Such applications are subject to strict legal requirements. These include tools such as CV screening systems for recruitment processes. Companies must implement comprehensive security and monitoring measures.

  3. Limited risk: Applications that pose a limited risk are subject to transparency obligations. This requires users to be informed when they interact with an AI system to promote trust and accountability.
  4. Minimal risk: These applications, which are neither explicitly prohibited nor classified as high-risk or limited-risk, are largely unregulated. They offer flexibility of use while adhering to the ethical standards of the EU AI Act.

Unrestricted use of our software

According to the Compliance Checker, our software falls outside the scope of the EU AI Act and is therefore not subject to any legal restrictions. This means that our customers have the freedom to use it without any additional regulatory hurdles.

Perform the check yourself: https://artificialintelligenceact.eu/assessment/eu-ai-act-compliance-checker/

Trust our software to support your processes efficiently while ensuring compliance with all applicable regulations.

Risk of bias: virtualQ is not vulnerable to bias

Bias in artificial intelligence is a significant issue that is addressed in detail in the EU AI Act to promote fairness and transparency. We would like to emphasize at this point that our software and the underlying data are not affected by the issue of bias.

Our commitment to transparency and ethics, even outside the scope

Although our software does not fall under the scope of the EU AI Act, we are nevertheless committed to the highest standards of ethics and transparency. We follow the “human-in-the-loop” principle to ensure that human judgment remains integrated into critical decision-making processes. In addition, we clearly inform our users about the data we collect to promote trust and accountability.

Our Head of Engineering Ralph Winzinger is a certified “Machine Learning Specialist”. He is joined by other certified specialists in our company who work as a team to ensure that our AI development complies with best practices and is continuously improved. In this way, we create a responsible basis for the use of our technology.

Adoption of the EU Code of Conduct: our commitment to responsible AI

In line with the EU recommendations, we have decided to adopt the Code of Conduct for trustworthy AI as soon as it is available (https://artificialintelligenceact.eu/de/article/95/).

This code is guided by three key points highlighted by the EU to ensure that our AI technologies are used responsibly and in line with ethical standards.

  • Ethical guidelines for trustworthy AI
  • Minimizing the impact of AI on environmental sustainability – lightweight processing during inference; model training only when needed
  • Promoting AI literacy among our employees involved in the development, operation and use of AI and addressing the topic in our all-hands meetings

In this way, we not only want to strengthen the trust of our users, but also actively contribute to the creation of a fair and transparent AI landscape.

EU AI Act in the contact center: Responsibility and compliance despite “out-of-scope”

The EU AI Act regulates the use of AI and divides applications into four risk levels to promote innovation while minimizing risks. Although our software is outside the scope of the Compliance Checker, we are committed to voluntary compliance with the highest ethical standards.

With certified machine learning specialists on the team, transparent data practices and the principle of “human-in-the-loop”, we ensure that our software is free of bias. We have also decided to adopt the Code of Conduct for Trustworthy AI as soon as it is available. This will enable us to further promote the responsible and sustainable use of AI.

Our further platforms

Newsletter

SUBSCRIBE TO THE NEWSLETTER

Discover the latest trends and exciting news about virtualQ and the customer service industry in our newsletter. Stay up-to-date and don’t miss any important news!

Discover who we are, what drives us and how we are revolutionizing the industry. Meet the team responsible for our success and learn about our passion for innovation.

Whitepaper

Find out how you can use callbacks to implement further automation and new technologies in your customer service.

Success Cases

Exciting success cases of our customers

Check out many interesting success stories of our customers and how virtualQ has been applied in customer service to support them.

Other interesting articles

What is a virtual queue and what advantages does it offer? What are the different types and when is it
Verbessern Sie Ihren Kundenservice mit Web Callback – smarte Technologie für optimale Kommunikation und mehr Kundenzufriedenheit.
Verbessern Sie Ihren Kundenservice mit Web Callback – smarte Technologie für optimale Kommunikation und mehr Kundenzufriedenheit.
Verbessern Sie Ihren Kundenservice mit Web Callback – smarte Technologie für optimale Kommunikation und mehr Kundenzufriedenheit.
Verbessern Sie Ihren Kundenservice mit Web Callback – smarte Technologie für optimale Kommunikation und mehr Kundenzufriedenheit.
How does the EU AI Act regulate the use of AI in contact centers? What impact does this have on

Your message to virtualQ

How can we help?

We offer you direct contact to virtualQ. You can find direct contacts for your request here.

Schedule a personal demo

A demo says more than 1,000 words. Schedule an appointment with us directly with just a few clicks. We will personally show you the power of virtualQ AI algorithms and your possibilities.

Get inspired

Numerous success stories, interviews, videos, whitepapers, e-books, webinars as well as news and blog articles are waiting for you. Discover the many ways you can make your customer service and sales unique.

Become a partner

Let us grow together. Are you an ACD software provider, workforce management provider, BPO, contact center service provider or a consultancy? Become a partner now!

Search
Close this search box.

virtualQ Newsletter
abonnieren

Search
Close this search box.

Do you have questions? I can help you.

Your contact to recruiting


Lisa

virtuaQ – ist die eine Datengeriebene und smarte KI die automatisierende Rückruf-Lösung für Unternehmen & Organisationen anbietet. Die Ihre Sales- oder Service- Verbindungen zu Ihren Kunden glättet. Dadurch können Sie relevante Business-Effekte erzielen:

Efficiency Booster

Lorem ipsum dolor sit amet, consectetuer adipiscing elit.

Lead Engine

Lorem ipsum dolor sit amet, consectetuer adipiscing elit.

Loyalty Driver

Lorem ipsum dolor sit amet, consectetuer adipiscing elit.

Peak Helper

Lorem ipsum dolor sit amet, consectetuer adipiscing elit.

Alle Lösungen

Anwendungsfälle

Peak Management

Curn Reduction

Cost Reduction

Effizienzsteigerung

Dauerbelastung / zuviele Anrufe

Mitarbeiterzufriedenheitssteigerung

Zur Übersicht