AI disclosure
Telling the person on the other end that they are talking to software, in the first few seconds and in plain words.
Use this definition in team training or when clarifying a sales note.
Definition
Disclosure is the agent saying what it is before the conversation goes anywhere. In practice it is a short line at the start, in ordinary language, followed by an easy way to reach a person. Some states and some platforms require notice of this kind in particular situations, and the rules are moving, so a team should confirm what applies to it.
Beyond any requirement, it is a practical choice. Customers work out what they are talking to fairly quickly, and finding out after the fact colors everything that follows. The AI caller disclosure by state summarizes each state. This is general information, not legal advice.
Why it matters
The downside of disclosing is a small number of callers who ask for a person, which is a handoff you wanted to handle well anyway. The downside of not disclosing is a customer who feels misled, a review that says so, and a policy question that lands on the owner. Have counsel look at how your agents open, and listen to the opening yourself.