REGULATIONS
BY FRANK SHERLOCK, CALLMINER
ILLUSTRATION PROVIDED BY ADOBE STOCK
STEERING THROUGH EUROPE’ S REGULATIONS AI CAN HELP COMPLY WHILE FACING ITS OWN RULES.
Regulatory compliance is a critical issue for any organization that provides products or services to the public.
This is particularly true in the United Kingdom( UK) and across the European Union( EU). Companies must adhere to a vast and ever-growing fabric of regulations designed to protect consumers, ensure fair business practices, and safeguard sensitive data.
In contact centers, compliance is not optional: it is a fundamental responsibility. If ignored or poorly managed, violations can result in severe financial penalties, loss of customer trust, reputational damage, and even business closure.
The complex compliance landscape doesn’ t make this job any easier. Contact centers need to navigate data protection laws such as the General Data Protection Regulation( GDPR) in the EU and the UK Data Protection Act, which dictate how organizations collect, store, and use customer data. On top of that, industry-specific regulations, such as the UK Financial Conduct Authority( FCA)’ s Consumer Duty which governs how companies engage with customers, handle complaints, and ensure fair treatment: especially for vulnerable individuals.
The challenge is only growing. The EU AI Act is setting new compliance requirements for businesses using AI and individual countries are continuously refining their own legal frameworks.
Managing these obligations effectively requires a balanced approach that combines people, processes, and technology. For no single solution can fully address compliance requirements.
... COMPLIANCE IS NOT OPTIONAL: IT IS A FUNDAMENTAL RESPONSIBILITY.
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