EU-KIVO guidelines take customer service to the next level

Innovation and Compliance. Bring Customer Service to the next level

How the EU-KIVO regulation supports this effort?

The EU-KIVO, also known as the EU AI Act, is a Europe-wide regulation governing the use of Artificial Intelligence (AI).
It sets out strict requirements for the development, deployment, and oversight of AI systems—with a strong focus on safety, transparency, and the protection of fundamental rights.

This regulation introduces a wide range of new obligations for companies. At the same time, it presents a valuable opportunity
for customer service to become more secure, transparent, and fair in its use of AI systems.

But, how can customer service teams balance the drive for innovation and efficiency with the responsible
and legally compliant use of AI?

Recognizing the EU AI Regulation as an Opportunity

Our project experience shows that the following aspects require particular attention:

Risk-Assessment:
Correctly categorize the risk levels—prohibited, high-risk, limited risk, and minimal risk. Depending on the classification, different regulatory requirements will apply to your analytics tools, chatbots, or routing systems.
Building of Competence:
Empower your customer service employees to work confidently with AI. Invest in knowledge-building and raise awareness of ethical considerations, potential risks, data quality, and AI-supported decision-making processes.
Establishing Safetyand Efficiency:
Use the regulation as an opportunity to implement AI systems that are secure, transparent, and fair. This not only strengthens customer trust, but also helps to streamline processes and enhance service performance.

Status Quo Analysis

Start with a comprehensive inventory. How are your customer service processes structured? Which AI applications are already in use? Where could further AI solutions add value? And how does the EU AI Act (KIVO) specifically affect your organization? This is followed by a deeper analysis to identify the gaps between your existing processes, technologies, and policies and the requirements of EU AI Act.

The result: A clear understanding of your strengths – and a precise view of the gaps that need to be addressed.

Risk Assessment & Process Design

Review the risk classification of your various AI applications, both existing and planned—according to the EU AI Act. Determine whether adjustments are needed to meet compliance requirements. Conduct an in-depth analysis of systems such as chatbots, intelligent routing tools, analytics platforms, or self-learning decision-making systems, focusing on their regulatory conformity and practical feasibility.

The result: Clear documentation of the identified risk levels and necessary process adjustments.

System Compatibility and Integration

Once the structure of AI-driven processes is defined, it’s time for technical fine-tuning: The adapted solutions are integrated into your existing IT infrastructure. Ensure that all relevant EU AI Act (KIVO) requirements are met—such as logging, traceability, or bias mitigation. Close collaboration with key departments such as IT, compliance, and data protection is essential for successful implementation.

The result: AI solutions fully integrated in complaince with KIVO requirements.

Knowledge Transfer & Change Management

A transformed customer service landscape requires
new skills and mindsets – both in operational teams and leadership. Targeted training builds AI confidence, supported by change management for sustainable adoption.
This approach ensures that the “competence obligation” under Article 4 of the EU AI Act (KIVO) is met in a practical
and lasting manner.

The result: Confidence in both the communication and application of AI systems.

Künstliche Intelligence- Innovation und Compliance

With a holistic consulting approach and proven expertise in AI, we support our clients across the entire journey—from strategy development and technical implementation to change management and employee training. We’re here to help you make your customer service fit for the future.

Get expert advice – book your free introductory session

Continuous Monitoring & Optimization

Artificial Intelligence is dynamic by nature. That’s why it is essential to establish regular control mechanisms—such as testing, analytics, or audits.

This ensures that your AI solutions remain reliable and demonstrably compliant over time.

At the same time, you gain early insight into optimization opportunities, can adapt workflows, and leverage new technologies as they emerge.

Enhancing CX and CS is a strategic move – with measurable impact.

AI-powered chatbots, intelligent routing tools, and speech analytics solutions can be trained and monitored in a way that truly supports your customers- instead of frustrating them.
Consistent logging and documentation standards provide valuable insights into pain points and process gaps
A thorough risk assessment reveals where action is needed.
High-risk systems require particularly strict oversight-to protect both your customer service teams and your organization as a whole.

Useful links

https://eur-lex.europa.eu