Transparency rules for chatbots and automated assistants.
Users interacting with the organization's chatbot must be clearly informed that they are communicating with an artificial intelligence (AI) system and not a human representative. This disclosure shall be presented at the beginning of the interaction and remain accessible throughout the conversation. The chatbot must accurately identify its capabilities and limitations and must not misrepresent itself as a human. Users should be informed that chatbot responses are generated automatically and may require human verification. Clear instructions must be provided for contacting a human representative when needed.
The organization shall ensure transparency regarding how chatbot interactions are processed, stored, and used. Any collection of personal information through the chatbot must be disclosed in accordance with applicable privacy laws and company policies. Users must be informed that chatbot responses may not always be accurate, complete, or suitable for critical decisions. The chatbot should provide appropriate disclaimers when handling sensitive, legal, financial, or medical topics. Regular reviews shall be conducted to ensure compliance with disclosure, privacy, and transparency requirements.