Artificial intelligence
Agents and automation
Automation that absorbs repetitive volume and escalates to a person when it must, because in Spain it must.
In summary: process automation and conversational assistants with defined human escalation. For companies within the scope of Law 10/2025, full replacement of human support is not an available option, and the design starts from that.
The question most often asked about automation in customer service has, in Spain, a legal answer rather than a technical one. It is not what share can be automated, it is what the rules require to remain available.
For companies within the scope of Law 10/2025 the answer is clear: support cannot be exclusively automated and human intervention must be guaranteed when the customer asks. Designing on that basis from the start costs less than redesigning later.
What is included
According to process and channel.
- Automation of repetitive, high-volume tasks
- Conversational assistants with defined human escalation
- Automatic classification, routing and prioritisation of contacts
- Summarisation and case preparation for the human agent
- Disclosure of interaction with an AI system, per Article 50
- Logging of automated decisions for traceability
- A human team resolving escalated cases
What is not included
The most important limit on this page.
- Full replacement of human support for companies within the scope of Law 10/2025
- Systems that conceal from a person that they are interacting with an AI
- Automated decisions with legal effects without the safeguards the GDPR requires
- A guarantee of accuracy from a probabilistic system's answers
- Use of your conversations to train models without express agreement
Where it is delivered from
Design and implementation are delivered from Poland or Uzbekistan depending on the coordination model. The human team resolving escalated cases is delivered from wherever the language requires: Spanish from the Latin America corridor or from Spain, co-official languages from Spain.
Both pieces are worth planning together. An assistant with no human team behind it sized for escalated volume creates an invisible queue that ends up worse than not having automated.
Law 10/2025 and the AI Act, read together
Law 10/2025 prohibits customer service being exclusively automated and requires human intervention to be guaranteed when the customer asks. It applies to companies with more than 250 employees or turnover above 50 million euros, and to providers of basic services of general interest regardless of size. The adaptation deadline is 28 December 2026.
One point matters particularly when outsourcing: the law applies regardless of whether the customer service function sits within the company's structure or a third party's, and regardless of geographic location. Outsourcing does not place the service beyond its reach, and that is worth knowing before designing the solution rather than after.
The AI Act adds, since 2 August 2026, that people must be informed they are interacting with an AI system and that synthetic content must be labelled.
Read together, the two set the real margin: you can automate a great deal, you must say that you do, and you cannot close the door on a person. This is general information and not legal advice.
Frequently asked questions
Can AI fully replace our support team?
No, if your company is within the scope of Law 10/2025. The law prohibits exclusively automated support and requires human intervention to be guaranteed on request. That is probably the opposite of what you will have been offered elsewhere.
Does outsourcing support take us outside the law's scope?
No. The law applies regardless of whether the service sits in your structure or a third party's, and regardless of geographic location. That route does not exist.
Must the customer be told they are talking to an AI?
Yes. The transparency obligations of Article 50 of the AI Act have applied since August 2026 and include informing people that they are interacting with an AI system.
What share of contacts can be automated then?
It depends on the process, and the realistic figure is usually below the promised one. What matters is that automation absorbs repetitive volume and returns human time to the cases that need it, not that it maximises a percentage.
Do you use our conversations to train models?
Not without express written agreement. It is one of the things worth checking in any automation proposal, not only ours.
Want to automate without falling foul of the rules?
Tell us the volume, the contact reasons and whether your company falls within the scope of Law 10/2025.