Source note · AI predictive and affinity routing in contact centers
Routing that scores agents on their individual historical performance to allocate interactions to them plausibly falls within the task-allocation wording of EU AI Act Annex III point 4(b), so an EU deployer should assess it as potentially high-risk.
inferred · Checked 2026-10-02
- Vendor
- not restricted
- Product
- not restricted
- Subsystem
- EU AI Act Annex III
- Deployment
- multi-tenant
- Region
- eu
- Release range
- Regulation (EU) 2024/1689 as published
- Status
- inferred
- Checked
- 2026-10-02
Sources
- Regulation (EU) 2024/1689 of the European Parliament and of the Council laying down harmonised rules on artificial intelligence (Artificial Intelligence Act) — Publications Office of the European Union (EUR-Lex) · tier 1 standards and regulators · Annex III, point 4(b); read with Article 6(3) derogation
Cite this note
APA
WarmTransfer. (2026, October 2). AI predictive and affinity routing in contact centers: source note predictive-routing-ai-agent-scoring-annex3-scope. WarmTransfer. https://warmtransfer.net/knowledge/claims/predictive-routing-ai-agent-scoring-annex3-scope
BibTeX
@misc{warmtransfer-claim-predictive-routing-ai-agent-scoring-annex3-scope,
title = {AI predictive and affinity routing in contact centers: source note predictive-routing-ai-agent-scoring-annex3-scope},
author = {{WarmTransfer}},
year = {2026},
url = {https://warmtransfer.net/knowledge/claims/predictive-routing-ai-agent-scoring-annex3-scope},
note = {Source note predictive-routing-ai-agent-scoring-annex3-scope, checked 2026-10-02}
}