{"id":6568,"date":"2024-02-21T16:23:30","date_gmt":"2024-02-21T16:23:30","guid":{"rendered":"https:\/\/tup.kxe.temporary.site\/will-the-eu-disrupt-ai-powered-customer-support\/"},"modified":"2024-02-21T16:23:30","modified_gmt":"2024-02-21T16:23:30","slug":"will-the-eu-disrupt-ai-powered-customer-support","status":"publish","type":"post","link":"https:\/\/okdesign.ca\/fr\/will-the-eu-disrupt-ai-powered-customer-support\/","title":{"rendered":"Will the EU disrupt AI-powered customer support?"},"content":{"rendered":"


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It would be just typical of the E.U. to place citizens\u2019 rights ahead of convenience and profitability for brands \u2014 especially tech brands. They do it all the time. Look at the way they just expanded the Digital Services Act to place detailed restrictions on the behavior of almost all \u201conline platforms\u201d (a term that certainly covers hosting services, marketplaces, social media and content-sharing platforms; how sweeping the definition is the courts will doubtless decide).<\/p>\n

Here\u2019s another opportunity for them to play spoilsport. <\/p>\n

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With customer support, service and experience managers rushing to embrace generative AI and increase the deployment of AI-powered conversational tools (so far, much more text than voice), here comes Gartner with a prediction: By 2028, the E.U. will mandate \u201cthe right to talk to a human\u201d in customer support and service interactions.<\/p>\n

It could happen anywhere<\/h2>\n

To be clear, although Gartner has made a specific, dated forecast relating to the E.U., it\u2019s not restricting the prediction to Europe. It says that \u201cgovernments\u201d (no qualifier) may impact support and service teams with \u201cdigital only ambitions.\u201d<\/p>\n

But if it happens, I predict that it will happen first in Europe. Read more here.<\/a><\/p>\n

What about the \u201cnew automation mindset\u201d? <\/strong><\/h2>\n

That phrase was coined by Vijay Tella, founder and CEO of Workato, in a book I reviewed here<\/a>. It ushers in an era where businesses will soon have the tools to be, essentially, fully automated, an ear of \u201cAI-for-all.\u201d There will still be humans in the loop, but their role will be radically changed.<\/p>\n

If the E.U. does step in to mandate the availability, at least, of non-automated customer support, does interference in enterprise AI stop there? I doubt we\u2019ll see mandatory availability of human-created content, but we might well see mandatory identification of AI-generated content.<\/p>\n

Dig deeper: Generative AI faces more regulatory and legal challenges<\/a><\/strong><\/em><\/p>\n

Taming the dragon<\/h2>\n

AI, including generative AI, is here to stay and here to disrupt in one way or another. That doesn\u2019t make it some kind of fire-breathing technobeast out of human control. I\u2019ve written before<\/a> about some of the ways generative AI could itself be disrupted:<\/p>\n