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Glossary · E

EU AI Act

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Definition

The EU AI Act, Regulation (EU) 2024/1689, governs the development and use of AI systems in the EU by risk class, with duties on transparency, human oversight and documentation.

The AI Act is the European rulebook for artificial intelligence. It entered into force in August 2024 and applies in stages. The full text is on EUR-Lex.

#Four risk classes

The regulation governs not the technology but its use. The greater the risk to people, the stricter the duties.

ClassExamplesConsequence
UnacceptableSocial scoring, emotion recognition at workProhibited (Art. 5)
HighAI for creditworthiness, access to public benefits, employment decisionsStrict duties (Art. 6 ff., Annex III)
TransparencyChatbots, voicebots, generated contentDisclosure (Art. 50)
MinimalSpam filters, spell checkersNo specific duties

#What it means for customer service

Many AI features in customer service mainly touch the transparency duties. Anyone talking to an AI agent or a voicebot has to be told so, unless it is already obvious.

Look more closely when AI helps decide on benefits, loans or contracts, or evaluates employees. That may be a high-risk case under Annex III, with duties on risk management, logging and human oversight.

Suggestions from AI assistance are recognisable as such; the decision stays with a person. Sample.

#Timeline

The prohibitions have applied since February 2025, the duties for general-purpose AI models since August 2025. The remaining duties follow in stages. The current version on EUR-Lex is what counts.

#Univerx and the AI Act

AI in Univerx is designed for the requirements of the AI Act: disclosure as AI, handover to a person at any time, logging of every action, and central approval and versioning of models and prompts.

Details in the Trust Center under EU AI Act and Responsible AI. Read on: The EU AI Act in customer service: transparency duties and the guide Introducing AI agents responsibly.

View all
  • Hands typing on a keyboard in the dark
    Guides2 November 2026 · 11 min read

    Introducing AI agents responsibly

    Disclosure, handover, permissions, logging, approval and measurement: what should be settled before an AI agent goes live in customer service – step by step, with a checklist for the project team.

  • Wood-panelled council chamber with chandeliers
    Europe & regulation31 October 2026 · 5 min read

    The EU AI Act in customer service: transparency duties, explained briefly

    Article 50 of the AI Act is short, yet it affects almost every customer service operation that uses AI. What it says, and what follows for bots and assistance.

  • A woman with headphones sits thoughtfully at a laptop
    AI in customer service30 October 2026 · 5 min read

    Disclosing AI without breaking the conversation

    A disclosure has to be clear, but it does not have to read like a package insert. A few rules for text, voice and the switch to a person.

  • Wood-panelled council chamber with chandeliers
    Trust & Europe

    EU AI Act

    AI disclosure in dialogue, human oversight, logging and model approval: Univerx is designed for the duties of the AI Act. Which risk class your use case falls into, we work out together.

  • A woman with headphones sits thoughtfully at a laptop
    Trust & Europe

    Responsible AI

    Transparency, human oversight, fairness, privacy and governance: the principles Univerx builds AI on, and the controls that put them to work in AI agents, Univerx Assist and Semantic².

  • Employee wearing a headset at a screen
    Products

    Responsible AI

    Transparency, human oversight, fairness, privacy and governance for every AI module in Univerx: AI agents, Univerx Assist, conversation analytics, knowledge and Semantic². Principles that work as settings.

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    Products

    Europe & regulation

    The Univerx Europe layer: GDPR, EU data residency, the EU AI Act, BSI C5, eIDAS, NIS2, DORA and the Accessibility Act. For each framework the honest status, what “designed for” means and which documents exist.

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    Products

    AI Agents

    AI agents understand the request, act in connected systems and hand over to people with context. On the phone as a voicebot, in chat as a text agent, always disclosed as AI.

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    Agent Studio

    The workbench for AI agents and prompts: build without code, test with real examples, approve through roles and version every change. Built once, usable in every channel.

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