{"id":238208,"date":"2024-09-26T09:05:55","date_gmt":"2024-09-26T07:05:55","guid":{"rendered":"https:\/\/virtualq.io\/news\/eu-ai-act-in-contact-centers-and-customer-service-everything-you-need-to-know\/"},"modified":"2025-01-27T16:38:08","modified_gmt":"2025-01-27T15:38:08","slug":"eu-ai-act-in-contact-centers-and-customer-service","status":"publish","type":"post","link":"https:\/\/virtualq.io\/en\/news\/eu-ai-act-in-contact-centers-and-customer-service\/","title":{"rendered":"EU AI Act in contact centers and customer service: everything you need to know"},"content":{"rendered":"\t\t
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The introduction of the EU AI Act marks a significant milestone in the regulation of artificial intelligence (AI) in Europe<\/strong>. As one of the first comprehensive sets of rules in the world to regulate the use and development of AI<\/strong>, 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<\/strong>. <\/span><\/p>\n

According to Art. 2 of the EU AI Act, virtualQ is classified as a<\/span><\/p>\n

\u201cproduct manufacturers who place on the market or put into service an AI system together with their product and under their own name or trademark\u201d<\/em><\/strong><\/p>\n

to be classified.<\/span><\/p>\n

As a manufacturer, we are responsible for the compliance and safety of our software and take care to comply with all relevant regulations.<\/span><\/p>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t

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What is the EU AI Act?<\/h3>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t
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The EU AI Act categorizes AI applications and systems into four levels to ensure effective and safe use:<\/span><\/p>\n

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  1. Unacceptable risk:<\/b> applications that pose an unacceptable risk, such as state-operated social scoring systems. These are strictly prohibited in order to protect fundamental rights. <\/span><\/li>\n
  2. High risk:<\/b> 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.\n

    <\/span><\/li>\n

  3. Limited risk:<\/b> 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. <\/span><\/li>\n
  4. Minimal risk:<\/b> 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. <\/span><\/li>\n<\/ol>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t
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    Unrestricted use of our software<\/h3>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t
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    According to the Compliance Checker, our software falls outside the scope of the EU AI Act<\/strong> 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. <\/span><\/p>\n

    Perform the check yourself: https:\/\/artificialintelligenceact.eu\/assessment\/eu-ai-act-compliance-checker\/<\/a><\/strong><\/p>\n

    Trust our software to support your processes efficiently while ensuring compliance with all applicable regulations.<\/span><\/p>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t

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    Risk of bias: virtualQ is not vulnerable to bias<\/h3>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t
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    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 <\/span>our software and the underlying data are not affected by the issue of bias<\/b>.<\/span><\/p>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t

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    Our commitment to transparency and ethics, even outside the scope<\/h3>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t
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    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<\/strong>. We follow the \u201chuman-in-the-loop\u201d 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<\/strong>. <\/span><\/p>\n

    Our Head of Engineering Ralph Winzinger is a certified “Machine Learning Specialist”<\/strong>. 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. <\/span><\/p>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t

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    Adoption of the EU Code of Conduct: our commitment to responsible AI<\/h3>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t
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    In line with the EU recommendations, we have decided to adopt the Code of Conduct <\/strong>for trustworthy AI as soon as it is available (<\/span>https:\/\/artificialintelligenceact.eu\/de\/article\/95\/<\/span><\/a>). <\/span><\/p>\n

    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<\/strong>.<\/p>\n

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