The EU AI Act is the world's first comprehensive AI regulation. It classifies AI systems into risk tiers, minimal, limited, high, unacceptable, with progressively stricter obligations. Customer-service AI generally lands in the 'limited' or 'high' tier depending on the use case, with high-risk systems subject to documented risk management, human oversight, technical robustness, and conformity assessment.
The act applies extraterritorially. If your AI vendor serves EU customers, the AI Act applies, regardless of where the vendor is incorporated. Penalties are substantial (up to 7% of global revenue for prohibited practices).
For an SME buyer, the practical implications are documentation overhead and human-oversight requirements for high-risk slices (anything affecting access to services, employment, or legal rights). Most CX-AI is limited-risk; voice agents handling regulated industries (financial, healthcare) get more scrutiny.
Vorel is aligned with the EU AI Act's high-risk requirements (AGS-2 conformance) for the regulated slices of customers. Documentation and oversight controls are in the customer's tenant settings.