UK regulator puts AI agent mistakes on your company, not the vendor
Why it matters
If you let AI agents handle customer refunds in the UK, the CMA says you carry the legal blame for their breaches.
Ask your team
Which customer-facing tasks do our AI agents handle, and who checks they comply with consumer law?
What happened
The UK Competition and Markets Authority has published guidance on using AI agents with customers, for tasks like handling refunds. It says a business is responsible if its agent breaks , and it urges proper training of agents.
Watch next
Watch whether the CMA turns this guidance into action against a named company.
Seventy’s view
Before agents touch refunds, name an owner for their conduct and train them like new staff.
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Impact on Retail & e-commerce · Legal & professional services
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Read the original at UK Competition and Markets Authority
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