Cavell Cloud Conversations
Cavell provides strategic advice to organisations enabling the Intelligent Workplace. We deliver independent research, actionable analysis and strategic advisory services to communications providers, technology vendors and investors who are shaping the future of business communications.
Cavell Cloud Conversations will bring you bitesize podcasts with some of the world's leading technology brands and most interesting speakers. Learn about the latest innovations, trends and emerging technology across areas such as IoT, networking, communications, and collaboration. Each episode is hosted by a member of the Cavell Analyst Team who will be joined by a special guest from the technology industry to discuss a particular trend or topic.
Cavell Cloud Conversations
The Stakes Are High: How European AI Regulation Is Reshaping Customer Service
See our faces! Watch this episode on YouTube.
In this episode of Cavell Cloud Conversations, Finbarr Begley and Patrick Watson examine the rise of consumer-focused legislation across Europe and what it means for AI, automation, and customer service. With new rules emerging in markets like Italy and Spain, the conversation explores how regulators are stepping in to protect consumers from poor automated experiences while raising expectations around service quality.
Finbarr and Patrick unpack the principles behind the European AI Act, alongside Italy’s strict guidelines for utility providers and Spain’s far-reaching consumer protection laws, including mandated response times and access to human support. They discuss why consumer advocacy has been particularly influential in Spain, how local presence is becoming more important, and what these regulations signal for the future of AI-driven customer service.
The episode also looks at the broader implications for businesses navigating the tension between innovation and compliance, questioning whether regulation will slow automation or ultimately lead to better, more trusted customer experiences. A timely discussion for anyone operating customer service or cloud communications in Europe.
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