Brief Statement on the EU AI Act for LoyJoy Platform
Change history (3 entries)
- 06/05/2026 Standard Phone Agent greeting documented. Platform note on responsibility for modified greetings added.
- 05/05/2026 LoyJoy role extended to include Phone Agent and speech-to-speech. Transparency obligations for Phone Agent conversations added. Obligations table updated.
- 20/05/2025 Initial publication of the AI Act statement.
Brief Statement on the EU AI Act for the LoyJoy Platform
Role of LoyJoy
LoyJoy provides enterprise customers with a SaaS platform for creating and running AI-powered customer interactions via chat and telephone. LoyJoy does not develop its own foundation models. Depending on the configuration, AI models and speech-to-speech services from sub-processors such as Microsoft Azure, Mistral, Scaleway, Nebius or Anthropic are used.
In relation to end users, the customer is generally the operator of the specific AI system and the controller responsible for the specific use case. LoyJoy supports customers as a platform provider and data processor through technical and organisational features for transparent and GDPR-compliant use.
Transparency Obligations
For Phone Agent conversations, LoyJoy provides a configurable default greeting that informs the caller at the beginning that they are interacting with an AI system. The default greeting reads:
“Hello, I am the AI telephone assistant of [Company name]. The call will be temporarily stored to process your request, and of course treated confidentially. How can I help you?”
Customers may adapt this greeting to their use case. The platform includes the following notice: “The greeting should clearly state that the caller is speaking with an AI system. If you remove this notice, you are responsible for the legal assessment of your modified greeting.”
If call recordings are used, the controller must additionally assess whether and in what form a separate notice or consent from callers is required for the recording.
Operator Obligations and Implementation
| Obligation | Implementation at LoyJoy |
|---|---|
| Transparency for direct AI interaction, Art. 50 AI Act | AI-generated chat interactions can be labelled. For Phone Agent interactions, LoyJoy provides a default greeting with a clear AI notice. |
| Labelling of synthetic audio content, Art. 50 AI Act | In speech-to-speech dialogues, the caller is informed at the beginning of the interaction that they are speaking with an AI system or AI telephone assistant. |
| Logging | Conversation data, including transcripts and call recordings, is stored according to tenant configuration, 30 days by default. |
| Human oversight | Customers can configure and review process logic, knowledge sources and responses. A handover to human agents can be included per process. |
| Cybersecurity | Encrypted transmission, role-based access control, logging, sub-processors with documented security measures. |
Data Protection
- Processing as a data processor pursuant to Art. 28 GDPR.
- LLM processing takes place in EU regions by default. LoyJoy offers a selection of AI models from various providers operated in the EU. For customers not subject to the EU AI Act, LoyJoy additionally makes AI models with server locations in the USA available. These are clearly labelled in the platform and are not configured as the default for EU customers.
- The speech-to-speech model of the Phone Agent is currently processed via global Azure services, as this feature is not yet available as an exclusive EU region.
- Encrypted storage and transmission of personal data.