AI in customer service: fast answers, a person available
How to use AI in customer service (canned replies, ticket summaries, chatbots) in line with Spain’s Customer Service Law 10/2025 and the duty to disclose that people are talking to AI.
AI can take most of the repetitive work off your team. But in Spain the law is clear: customers have the right to a person.
For your team
- Canned replies for the top questions, in your tone (emails with AI).
- Summaries of long tickets before escalating.
- Translation to serve other languages, checked.
If you deploy a customer-facing chatbot
- Disclose it: Regulation (EU) 2024/1689 (art. 50).
- Human way out: Spain’s Law 10/2025 requires attention by a natural person on request, and a free, accessible service.
- Limits: a chatbot can invent terms. Restrict it to your official information.
- Data: don’t connect your customer base to tools without a contract (AI and company data).
Frequently asked questions
Can I serve customers with a chatbot only?
Not in Spain. Customer Service Law 10/2025 includes the obligation to provide attention by a natural person, not automated, when the customer requests it.
Do I have to disclose it’s a chatbot?
Yes. Regulation (EU) 2024/1689 (art. 50) requires AI systems interacting with people to inform them it’s AI, unless obvious.
Keep reading
Sources
Change log
- : First published with Spain’s Law 10/2025 in the BOE, Regulation (EU) 2024/1689 and OpenAI help as checked that day.
Educational content, prepared with the help of AI tools, with sources cited. It is not a substitute for professional advice. Tools change fast: if you spot something out of date, write to us at contacto@cognenza.com. How we work.