John Buscher

August 2, 2026 changed the rules for AI in Europe. December 2 marks the next key deadline – and the countdown is already running. This masterclass cuts through the EU AI Act's legal language to show contact center leaders what the new transparency requirements mean for customer-facing AI. Through a live chatbot audit, attendees will see where compliance gaps hide, what defensible transparency looks like, and how to establish clear ownership, oversight, and decision-making around AI as it becomes part of the customer service workforce.  

Learning Objectives 

• Understand the Article 50 transparency requirements that apply to customer-facing AI and the significance of the August and December 2026 deadlines
• Identify common compliance gaps, from undisclosed AI interactions to misleading human handoffs
• Understand provider vs. deployer responsibilities, how accountability for AI should be established across legal, technology, and customer service teams, and what to require from AI vendors contractually 

Key Takeaways 

• Leave with a 90-day action plan to audit your AI, close compliance gaps, and prepare for upcoming deadlines
• Know where and how AI disclosures should appear, with model disclosure language to use as a starting point
• Know who needs to be involved in governing customer-facing AI, where accountability should sit, and what decisions require cross-functional oversight as human and AI agents increasingly work together