Customer Support AI⚡ Limited Risk6/10

Genesys AI

AI-powered contact centre platform providing automated voice and chat interactions, predictive routing, and agent assistance. Enterprise-scale customer interactions with AI handling first-line resolution.

⚡ EU AI Act Risk Classification

Indicative classification: Limited Risk

Legal reference: Article 50 — AI-generated voice/chat customer interactions

Important: This is an indicative assessment based on typical deployment patterns. Your actual risk classification depends on your specific use case, configuration, and context. Register in Aeqora to get a precise classification using the EU AI Act decision tree.

Your obligations as a Deployer

→Article 50 disclosure in every AI-initiated customer interaction
→Mandatory IVR/chat disclosure for AI voice agents
→Human agent transfer available at all stages
→Log AI interaction transcripts for compliance purposes

How this score was derived

Methodology →

Scores 6/10: Genesys AI handles customer-facing voice and chat interactions at enterprise scale. Article 50 applies to both AI voice agents and chat bots. Genesys publishes EU compliance documentation. Score of 6 reflects the high-volume autonomous customer interactions and voice AI element — Article 50 compliance for voice AI (distinguishing AI from human agents) is a more complex implementation challenge than chat disclosure.

Provider EU AI Act documentation

Genesys AI has published EU AI Act compliance documentation. Request the provider's instructions of use and technical documentation as part of your Article 26 due diligence.

What to do next

01

Register in Aeqora

Add Genesys AI to your AI system inventory and run the classification wizard for your specific deployment.

02

Request vendor docs

Ask Genesys AI for their EU AI Act instructions of use and technical documentation.

03

Generate compliance pack

Generate your Article 26 Deployer Compliance Evidence Pack once classification is complete.

Cite this assessment

Vendor? Request a correction →

Aeqora. "Genesys AI — EU AI Act Risk Assessment." Aeqora Vendor AI Risk Index. Verified 2026-06-14. https://aeqora.eu/vendors/genesys-ai

Scores are methodology-derived and citable under CC BY. View methodology →

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