The clock is ticking. The EU AI Act is set to become law, reshaping how artificial intelligence is developed, deployed, and regulated in Europe. For organizations looking to integrate AI solutions, this legislation raises important questions about compliance, accountability, and the choice of AI providers.

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So, what does this mean for how AI is used in service automation?

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We sat down with Lova Wahlqvist, legal intern at Ebbot, to explore how the EU AI Act will influence AI-powered service automation and what it means for businesses like yours.

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Let’s get started 👇

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What is the AI EU ACT and what does it regulate?

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You can think of the EU AI Act as a rulebook for artificial intelligence. It aims to make AI safer, more transparent, and more ethical—protecting both consumers and businesses.

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The legislation divides AI systems into four risk levels:

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• Prohibited AI systems: Applications like social scoring or real-time biometric surveillance, (these are banned entirely)
  
  
• High-risk systems: Tools that could significantly impact safety, fundamental rights, or livelihoods (like credit scoring, recruitment software, or AI for healthcare)
  
  
• Limited-risk systems: Examples include chatbots and generative AI tools, which require transparency measures, such as informing users they are interacting with AI. However, the risk level of these systems depends on their application; for instance, AI-applications used in healthcare may be classified as high-risk.
  
  
• Minimal-risk systems: Everyday applications like spam filters that pose little to no risk and face no additional regulations.

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How does the AI EU act affect Service Automation?

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For applications like service automation, many AI tools—such as AI agents and chatbots—fall into the limited-risk category. 

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This means they are subject to lighter compliance requirements compared to high-risk AI systems but still need to meet critical standards for transparency, ethical use, and data security.

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“Chatbots and AI agents are one of the most visible ways customers encounter AI,” explains Lova Wahlquist, legal intern at Ebbot. “The EU AI Act makes sure businesses using these tools prioritize fairness, transparency, and trust. It’s not just about functionality —it’s about delivering support that customers can rely on and feel safe using.”

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This sentiment reflects the broader purpose of the EU AI Act: to ensure AI serves the best interests of both businesses and customers. 

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By setting clear standards, the Act challenges organizations to go beyond efficiency and focus on ethical and transparent practices.

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Lova adds, “The EU AI Act is designed to ensure that businesses can harness the power of AI without compromising trust, safety, or ethics. From clear guidelines to transparency rules, this regulation makes sure AI serves everyone fairly. t’s not about holding back innovation, it’s about making sure we innovate responsibly.

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Who’s responsible for compliance?

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One of the most significant aspects of the EU AI Act is how it defines responsibility. Unlike some regulations, this isn’t just about the developers of AI systems. The businesses using them (known as deployers) also carry legal accountability.

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Here’s how it works:

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Providers (like Ebbot):

These are the companies that develop or market AI systems. They’re responsible for ensuring their solutions meet the Act’s safety, transparency, and governance standards.

Deployers (businesses using AI):

These are organizations that implement AI systems, such as integrating a chatbot into their customer support. Deployers must ensure the AI is used ethically and appropriately.

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The tricky part? 

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If you choose to build a custom AI solution by integrating open-source models, you might also take on the role of a provider (making you responsible for both compliance and ongoing risk management).

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“Building a custom AI solution might sound appealing,” says Lova, “but it comes with a big caveat. When you build something yourself, you’re not just responsible for making it work, you’re responsible for making sure it complies with a constantly evolving regulation. That means dedicating resources to ensure long-term compliance, which can be a heavy lift for many businesses.”

So how should you approach adopting AI under the EU AI Act?

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If you’re thinking about adopting AI in your organization, pause for a moment. 

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Are you ready to take on the responsibility and accountability that comes with building a custom AI solution? 

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Or does it make more sense to partner with a trusted provider who can lighten the load and ensure your AI is ethical, safe, and compliant?

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Partnering with an AI provider that prioritizes compliance and ethical practices can simplify the process—and protect your business.

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Here’s what to look for in an AI partner:

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Proactive compliance ✅ 

Do they understand the Act and provide solutions that align with it?

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Transparency ✅

Are their AI tools clear about being AI-driven, and are safeguards in place to prevent misuse?

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Support for your business ✅

Will they guide you through compliance and risk assessment?

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Final thoughts

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The EU AI Act is set to transform the way businesses leverage AI, and service automation is no exception. But instead of viewing these changes as a hurdle, think of them as a chance to do things right—for your business and your customers.

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With clear guidelines in place, this is an opportunity to build AI solutions that are ethical, transparent, and reliable. By choosing the right tools and partners, you can streamline your operations while delivering customer experiences that inspire trust.

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As Lova Wahlquist, puts it:

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“The EU AI Act signals a new era of responsibility in tech. At Ebbot, we’re ready to embrace it, leading the journey toward ethical, impactful, and innovative AI.”

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About Ebbot

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Founded in 2018, Ebbot is a generative AI platform built to automate service at scale—safely, securely, and compliantly. Trusted by leading companies like Compass Group, Rusta, and NetOnNet, we specialize in AI solutions that simplify workflows, enhance customer satisfaction, and align with evolving regulations like the EU AI Act.

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Ready to explore compliant, scalable AI solutions? Let’s talk.

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