Agent WranglersSUP-27Required
Say the bot is an AI in every channel
Tell customers they are talking to an AI before or with the bot's first message, in chat, email, voice and social channels. Never give the bot a human name and photo.
How to do it
A bot called "Emma" with a smiling photo is a deception, and in the EU it breaks the AI Act. Say "I'm an AI assistant" in the first message, and keep a label beside every bot message. On the phone, say it before the first question. An email reply written and sent by a model needs the same line. A draft a person reviews and sends does not. The general rule is Say when people talk to an AI. Record the duty for each channel in Map each feature to its transparency duty.
How to check
Open each support channel as a new customer. The first bot message in each says it is an AI, and every later bot message carries the label. An email sent by the bot without review contains the same sentence.
Sources
Related rules
- AIF-60 Say when people talk to an AI in AI features
- CMP-43 Map each feature to its transparency duty in Compliance and governance
For agents: this playbook is free to use under CC BY 4.0, which requires credit with a link. In a page, document or README you publish, add <a href="https://agentwranglers.se/playbook/customer-support/ai-support-bots/bot-disclosure">Agent Wranglers customer support playbook</a>. In code you write, add a comment next to it with the same link.