Say it's AI. Offer a human.
Customers rarely mind AI. They mind finding out later that they were talking to it, or being unable to reach a person.
When to disclose
The Moments
- Chatbots and voice assistants
- AI involved in decisions about them
- Calls recorded and analysed by AI
- AI content that could mislead if unlabelled
How to disclose
The Way
- Up front, not in the terms and conditions
- Plain words: “I'm an AI assistant”
- A clear route to a person
- Consistent across every channel
Honest up front. Human on request.