Can I use AI to write customer emails?
Yes. Using a writing assistant to draft an email that you then send as yourself is ordinary deployer use, not a banned practice.
Drafted with AI help and checked against the official EU text before publishing.
Yes. Using a writing assistant to draft an email that you then send as yourself is ordinary deployer use, not a banned practice. A bot that talks to the customer in your name is different — from 2 August 2026 that person must be able to tell it is AI.
A bot that talks to the customer in your name is different — from 2 August 2026 that person must be able to tell it is AI. Whoever uses the writing tool still needs to know its limits, including made-up facts in a customer email.
This is general information, not legal advice.
What the law actually says
"Providers shall ensure that artificial intelligence systems intended to interact directly with natural persons are designed and developed in such a way that the natural persons concerned are informed that they are interacting with an artificial intelligence system, unless this is obvious from the point of view of a natural person who is reasonably well-informed, observant and circumspect, taking into account the circumstances and the context of use."— EU AI Act, Article 50(1) (Regulation (EU) 2024/1689); applies from 2 August 2026 · eur-lex.europa.eu
In plain words
- A draft you edit and send under your own name is not “interacting directly with” the customer as an AI system.
- If the customer is chatting with a bot on your site or in your inbox, Article 50(1) is about that interaction from 2 August 2026.
- Article 50(2) is mainly on the provider of the generating tool: outputs should be machine-readable as AI-made. That is not a second label on every private draft.
- Article 4 still asks that whoever uses the writing tool knows its limits — including made-up facts in a customer email.
- Will look for signs of AI use in the folders you choose, and write them down for you.
- Will write a plain-language readiness report. No evidence reads "Not assessed", never a green tick.
- Will run as a free Windows program on your own computer and send nothing from it.
- Coming with Guard: a check every month, kept so you can see your history and what changed since the last one.
- Coming with Guard: a printable readiness pack built from your check results — AI use found, training notes, disclosure checklist.
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Readiness guidance, not legal advice. The Free Toolkit sends nothing from your computer.