[{"data":1,"prerenderedAt":598},["ShallowReactive",2],{"uc-ev-charging-driver-support-agent":3,"uc-regulations":364},{"useCase":4,"evidence":164,"blitsAiDeployments":249,"benchmarks":250,"indicative":262,"related":265,"indexability":362,"includeUnpublished":170},{"title":5,"shortTitle":6,"seoTitle":7,"metaDescription":8,"status":9,"definition":10,"aliases":11,"industries":16,"functions":18,"patterns":21,"channels":25,"audience":30,"autonomy":31,"adoptionStage":32,"problem":33,"problemStats":34,"howItWorks":35,"valueDrivers":36,"kpis":40,"indicativeValue":46,"macroEstimates":74,"feasibility":75,"implementation":88,"risk":132,"blitsAi":146,"faq":148,"related":158,"datePublished":159,"dateModified":159,"lastVerified":159,"changelog":160,"slug":163},"AI agent for EV charging driver support and charger troubleshooting","EV charging driver support","AI agent for EV charging driver support","AI agents help EV drivers stuck at a charger and end sessions, unlock cables or reset chargers remotely. Retell says it cut support cost at swtch by over 50%.","published","An AI agent for EV charging driver support answers the phone, chat and email contacts of drivers who cannot start or finish a charging session. It identifies the charger and session, checks its status in the charge point management system, runs remote actions such as ending a session, releasing a cable lock or resetting the charger, and hands the case to a person when the fault needs one.",[12,13,14,15],"EV charger support agent","charge point operator voice agent","charging station helpdesk AI","AI driver support for charge point operators",[17],"energy-and-utilities",[19,20],"customer-service","field-service",[22,23,24],"voice-agent","conversational-agent","agentic-workflow",[26,27,28,29],"voice","web-chat","mobile-app","email","customer-facing","supervised-agent","early-adopters","A driver who calls a charge point operator is usually standing at a charger that does not work, often\nwith a low battery and a schedule. Support demand rises with every new charger, spikes when a\npayment system, app or backend fails, and much of it arrives outside office hours. A human team sized for the worst peak is expensive, and one sized for the average leaves\ndrivers on hold at the moment they need help.\n\nMost calls are routine: the session will not start, the cable is locked, the card or app is not\naccepted, or the driver does not know which charger to use. Many can be fixed from the operator's\nbackend, which is why a voice agent with access to the charge point management system\ncan resolve a share of them while the driver is still on the line.\n\nRetell's case study says support cost at swtch was rising 300 to 400 percent a year, and EVPassport had a\nsingle in house agent covering office hours while most questions came at the start of a charging\nsession.",[],"1. **Identify the driver and the charger.** The agent takes the charger or connector ID from the\n   driver or the QR code on the unit, and finds the driver's account and the live session.\n2. **Read the live status.** It queries the charge point management system for connector state,\n   error codes, the last messages from the charger and the payment or authorization result.\n3. **Walk the driver through the fix.** It checks the cable, the plug and the app step by step, in the\n   driver's language, and asks for the minimum the system cannot see itself.\n4. **Act on the charger within limits.** Where the operator allows it, the agent ends a session,\n   releases a cable lock or sends a soft reset, then watches the charger to confirm the result.\n5. **Refund or compensate by rule.** Failed sessions and double charges go through the operator's\n   refund rules, with a person approving anything above a set amount.\n6. **Hand over with context.** Unresolved cases, hardware faults, safety concerns and angry drivers go\n   to a human agent or a field technician with the transcript, charger ID and diagnosis attached, and\n   create a fault ticket for the network operations team.",[37,38,39],"cost-to-serve","customer-experience","speed",[41,42,43,44,45],"containment-rate","cost-reduction","response-time-reduction","first-contact-resolution","customer-satisfaction",{"referenceOrg":47,"inputs":48,"formula":69,"currency":70,"period":71,"resultLabel":72,"caveat":73},"A charge point operator receiving 6,000 driver support calls a month",[49,55,62],{"key":50,"label":51,"low":52,"high":52,"unit":53,"note":54},"calls","Driver support calls per year",72000,"calls per year","The reference operator. Retell reports 5,000 to 8,000 inbound calls a month handled by swtch's agent.",{"key":56,"label":57,"low":58,"high":59,"unit":60,"note":61},"resolvedShare","Share of calls resolved by the agent without a person",0.3,0.6,"fraction of calls","Editorial assumption, set below the vendor reported figures on this page (near 70% at EVPassport). The vendor publishes no definition of resolved; replace with your own rate.",{"key":63,"label":64,"low":65,"high":66,"unit":67,"note":68},"costPerCall","Cost of a call handled by a person",4,8,"USD per call","Editorial assumption for a fully loaded cost per handled call; replace with your own figure.","calls * resolvedShare * costPerCall","USD","per year","Support cost avoided","Gross handling cost only. It leaves out the cost of the platform, telephony and integrations, repeat contacts, field visits avoided and charging revenue recovered when a session is fixed.",[],{"complexity":76,"complexityNote":77,"dataPrerequisites":78,"integrations":83},"medium","It needs read and command access to the charge point management system, which differs by software vendor and charger model, plus the payment and roaming platforms for refunds. Charging hardware and protocols vary, so the first release usually covers the most common error classes on the most common models.",[79,80,81,82],"Charger inventory with IDs, models, locations and QR codes","Live connector status, error codes and session history","Driver accounts, cards, RFID tokens and roaming partner data","Fault tickets and past support transcripts to choose the first intents",[84,85,86,87],"Charge point management system for status and remote commands","Payment, billing and roaming platforms","Ticketing and field service dispatch","Telephony or contact center platform for voice and handover",{"steps":89,"guardrails":105,"humanInTheLoop":110,"kpisToInstrument":111,"failureModes":116},[90,93,96,99,102],{"title":91,"detail":92},"Rank the contact reasons","Classify a month of calls and tickets. Start with the three or four reasons that the backend can fix without a technician, such as a session that will not start or a locked cable.",{"title":94,"detail":95},"Connect read access first","Give the agent live status and history before any command. Let it diagnose and hand over with the diagnosis attached for a few weeks while you compare its reading with what agents conclude.",{"title":97,"detail":98},"Add remote actions one at a time","Enable session end, cable release and soft reset each behind an allow list, a retry limit and an automatic check that the charger changed state. Log every command with the driver and charger.",{"title":100,"detail":101},"Staff the surge","Test the agent against a simulated backend or app outage. swtch built its voice agent to absorb spikes during infrastructure incidents while people keep the complex cases.",{"title":103,"detail":104},"Close the loop with operations","Feed the diagnoses and failed resets into the fault management process, so repeated errors on one model or site become maintenance work instead of repeated calls.",[106,107,108,109],"Remote commands only from an allow list, never on a charger with an active session of another driver","Limits on refunds and compensation, with approval above the limit","Safety issues such as smoke, damaged cables or a vehicle fire go to a person and the emergency number at once","AI disclosure at the start of the call and a clear route to a person","Human agents take hardware faults, disputed charges, safety reports and any driver who asks for a person. Operations staff review a sample of resolved calls each week and every unresolved call that created an alert, and approve changes to the allow list of remote actions.",[112,113,114,115],"Share of calls resolved without a person, with repeat contact on the same charger within 24 hours counted as not resolved","Time to answer and time to resolution, for the agent and for people","Remote action success rate per charger model","Refund and compensation volume per resolved call",[117,120,123,126,129],{"title":118,"detail":119},"Command on the wrong charger","A mistyped ID leads to a reset on another driver's session. Confirm the charger by location or connector and check for an active session first.",{"title":121,"detail":122},"Looping on a hardware fault","The agent keeps retrying resets on a broken unit and the driver waits. Cap retries and hand over with the diagnosis.",{"title":124,"detail":125},"Backend lag","Status in the system trails the real state, so the agent tells the driver the charger is fine. Compare against the last message time and say when data is stale.",{"title":127,"detail":128},"Undisclosed AI","Callers may not notice they are talking to an AI; swtch's source says most drivers do not realize it. Disclose it at the start of every call, as Article 50 requires.",{"title":130,"detail":131},"Language and noise","Calls from a roadside or a car park with accents and background noise lower recognition. Test with real recordings and offer a chat or SMS fallback.",{"euAiAct":133,"regulations":136,"guidance":139,"controls":140,"incidents":145},{"tier":134,"basis":135},"limited","A voice or chat agent that talks to drivers falls under the transparency duty of Article 50(1): people must be told they are speaking with an AI system. It does not assess creditworthiness or decide access to an essential service, and the charging hardware itself stays under its own safety rules.",[137,138],"eu-ai-act","gdpr",[],[141,142,143,144],"AI disclosure on every channel and a documented route to a person","Allow list and audit log for every remote command and refund","Call recording retention and consent handling under the privacy policy","Change control and regression tests for each charger model and intent",[],{"howToBuild":147},"On Blits.ai this is an **AI agent** on the **voice** channel with **custom functions** that call the charge point management\nsystem and the operator's payment platform over REST: read connector status, send a soft reset,\nend a session, create a fault ticket. A **flow** handles identification of the driver and charger, and\nan **agentic workflow** with **human in the loop** approval covers refunds above the limit.\n\nThe same agent serves **voice**, **web chat**, **WhatsApp** and **email**. The custom functions accept only\nallow listed commands, **guardrails** check input and output, **PII masking** protects driver data, and **human handover** passes the\ntranscript and diagnosis to a person. **Test suites** replay common error scenarios on every change,\nand **monitors** and **analytics** show resolution and handover reasons per charger model. Run Blits.ai in our cloud in the EU, Qatar, Singapore, the UAE, the US or Australia, in your private cloud, or fully on premises.",[149,152,155],{"question":150,"answer":151},"What share of EV charging calls can an AI agent resolve?","Crescendo reports near 70% instant AI resolution for EVPassport, with its own human experts taking the rest. It is a vendor figure without a published definition of resolved, so measure repeat contact on the same charger before trusting a rate.",{"question":153,"answer":154},"Can the agent fix a charger during the call?","When it is connected to the charge point management system, yes for the common cases. Citywatt's Lemonflow assistant ends charging sessions, releases cable locks and resets chargers remotely.",{"question":156,"answer":157},"Does it replace the support team?","Not in the published cases. Lucas takes the routine inbound calls at swtch while human agents handle complex cases, and Retell reports that support cost at swtch fell by over 50 percent while the network kept growing. Citywatt's Head of Operations and IT calls the Lemonflow assistant \"a genuine addition to our support team\".",[],"2026-11-11",[161],{"date":159,"note":162},"First published","ev-charging-driver-support-agent",[165,201,226],{"title":166,"useCases":167,"organization":168,"vendors":174,"summary":178,"stage":179,"year":180,"channels":181,"languages":182,"metrics":184,"outcomeDisclosed":192,"sources":193,"verification":196,"grade":198,"id":199,"organizationSlug":200},"swtch: Lucas, an AI voice agent for EV driver support calls",[163],{"name":169,"anonymized":170,"country":171,"region":172,"industry":17,"wikidata":173},"swtch",false,"CA","north-america","Q127502151",[175],{"name":176,"role":177},"Retell AI","platform","swtch, a Toronto based EV charging network operator active in the United States and Canada, built an inbound voice agent called Lucas on Retell to take routine driver calls about accessing its charging services. It absorbs call spikes during infrastructure or cloud incidents while human agents keep the complex cases. Retell reports that customer support costs fell by over 50 percent, calls are answered in about 5 seconds and Lucas handles 5,000 to 8,000 inbound calls a month.","production",2026,[26],[183],"en",[185],{"kpi":42,"value":186,"unit":187,"qualifier":188,"claimant":189,"quote":190,"sourceUrl":191},50,"percent","at-least","vendor","Reduced customer support costs by over 50% while continuing to scale","https:\u002F\u002Fwww.retellai.com\u002Fcase-studies-new\u002Fhow-swtch-keeps-ev-drivers-moving-with-always-on-voice-support-powered-by-retell",true,[194],{"url":191,"title":195,"publisher":176},"How swtch Keeps EV Drivers Moving With Always-On Voice Support Powered by Retell",{"level":197,"checkedAt":159},"source-verified","C","swtch-retell-lucas-ev-driver-voice-support",null,{"title":202,"useCases":203,"organization":204,"vendors":209,"summary":212,"stage":179,"year":213,"channels":214,"languages":215,"metrics":217,"outcomeDisclosed":170,"sources":218,"verification":224,"grade":198,"id":225,"organizationSlug":200},"Citywatt: Lemonflow AI voice assistant for first level charging support",[163],{"name":205,"anonymized":170,"country":206,"region":207,"industry":17,"wikidata":208},"Citywatt","DE","europe","Q128694052",[210],{"name":211,"role":177},"Lemonflow","Citywatt, a German charge point operator with more than 50 high power charging parks, has an AI voice assistant from Lemonflow handling first level support for more than 1,500 charging points. It answers in more than 30 languages, ends charging sessions, releases cable locks and resets chargers remotely, and passes complex cases to human agents, including at night and on weekends. No resolution figure is published; the operator calls the language quality better than expected.",2025,[26],[216,183],"de",[],[219],{"url":220,"title":221,"publisher":222,"date":223},"https:\u002F\u002Fvision-mobility.de\u002Fen\u002Fnews\u002Fcitywatt-uses-lemonflows-ai-voice-assistant-for-charging-support-387048.html","Citywatt uses Lemonflow's AI voice assistant for charging support","VISION mobility","2025-09-24",{"level":197,"checkedAt":159},"citywatt-lemonflow-ai-voice-assistant-charging-support",{"title":227,"useCases":228,"organization":229,"vendors":232,"summary":235,"stage":179,"year":213,"channels":236,"languages":237,"metrics":238,"outcomeDisclosed":192,"sources":244,"verification":247,"grade":198,"id":248,"organizationSlug":200},"EVPassport: Crescendo voice and chat AI for 24\u002F7 driver support",[163],{"name":230,"anonymized":170,"country":231,"region":172,"industry":17},"EVPassport","US",[233],{"name":234,"role":177},"Crescendo","EVPassport, an EV charging network software and services company, had one in house agent covering office hours while most driver questions arrived at the start of a charging session. It moved to Crescendo voice and chat AI assistants backed by human experts, went live in 33 days and now has 24\u002F7\u002F365 coverage. Crescendo reports near 70% instant AI resolution and human time to answer under 30 seconds.",[26,28],[183],[239],{"kpi":41,"value":240,"unit":187,"qualifier":241,"claimant":189,"quote":242,"sourceUrl":243},70,"approximately","AI now resolves the majority of inquiries, holding near 70% instant resolution while keeping humans easy to reach.","https:\u002F\u002Fcrescendo.ai\u002Fcustomer-stories\u002Fgold-standard-customer-support-at-enterprise-scale",[245],{"url":243,"title":246,"publisher":234},"Gold-standard customer support. Enterprise scale.",{"level":197,"checkedAt":159},"evpassport-crescendo-24-7-ai-driver-support",0,[251,257],{"kpi":41,"label":252,"unit":187,"aggregate":192,"higherIsBetter":192,"n":253,"nUpTo":249,"median":240,"min":240,"max":240,"byClaimant":254,"vendorOnly":192,"points":255},"Containment rate",1,{"organization":249,"vendor":253,"regulator":249,"independent":249},[256],{"evidenceId":248,"organization":230,"value":240,"qualifier":241,"claimant":189,"grade":198,"pooled":192},{"kpi":42,"label":258,"unit":187,"aggregate":192,"higherIsBetter":192,"n":253,"nUpTo":249,"median":186,"min":186,"max":186,"byClaimant":259,"vendorOnly":192,"points":260},"Cost reduction",{"organization":249,"vendor":253,"regulator":249,"independent":249},[261],{"evidenceId":199,"organization":169,"value":186,"qualifier":188,"claimant":189,"grade":198,"pooled":192},{"low":263,"high":264},86400,345600,[266,292,320,335],{"slug":267,"title":268,"shortTitle":269,"definition":270,"status":9,"industries":271,"functions":273,"patterns":274,"audience":30,"autonomy":31,"adoptionStage":32,"segment":277,"evidenceCount":278,"publicEvidenceCount":278,"organizations":279,"bestGrade":286,"headline":287,"lastVerified":291,"indexable":192},"device-and-connectivity-troubleshooting-agent","AI agent for device and connectivity troubleshooting on voice and chat","Device and connectivity troubleshooting","An AI troubleshooting agent diagnoses and fixes a customer's broadband, mobile, TV or device problem by conversation on the phone or in chat. It runs line tests and remote resets through the operator's systems, guides the customer step by step, and books an engineer or hands over to a technician when the fault needs a person.",[272],"telecommunications",[19,20],[23,22,24,275,276],"rag-knowledge-assistant","computer-vision","front-office",6,[280,281,282,283,284,285],"Deutsche Telekom","KPN","Singtel","Virgin Media O2","Vodafone Germany","Vodafone","B",{"kpi":41,"label":252,"unit":187,"n":288,"nUpTo":249,"kind":289,"value":240,"qualifier":290,"claimant":200,"organization":200,"vendorReported":170},3,"median","exact","2026-09-26",{"slug":293,"title":294,"shortTitle":295,"definition":296,"status":9,"industries":297,"functions":303,"patterns":305,"audience":30,"autonomy":31,"adoptionStage":32,"segment":307,"evidenceCount":66,"publicEvidenceCount":278,"organizations":308,"bestGrade":286,"headline":315,"lastVerified":319,"indexable":192},"collections-and-hardship-agent","AI agent for early collections and hardship support","Collections and hardship agent","A voice and messaging agent that contacts customers in early arrears to collect payments. It answers their inbound calls too, takes payments and sets up payment arrangements within preapproved rules, and recognizes signs of hardship or vulnerability so those customers go straight to a trained person.",[298,299,300,272,17,301,302],"cross-industry","banking","payments","automotive","professional-services",[304,19],"collections-and-recovery",[22,23,24,306],"classification-and-routing","lending",[309,310,311,312,313,314],"DAMAC Properties","Day Knight & Associates","mBank","OTP Bank Romania","SameDay Auto Finance","Southwest Recovery Services",{"kpi":42,"label":258,"unit":187,"n":316,"nUpTo":249,"kind":317,"value":318,"qualifier":290,"claimant":189,"organization":313,"vendorReported":192},2,"reported",75,"2026-09-27",{"slug":321,"title":322,"shortTitle":323,"definition":324,"status":9,"industries":325,"functions":326,"patterns":328,"audience":30,"autonomy":31,"adoptionStage":331,"segment":277,"evidenceCount":288,"publicEvidenceCount":316,"organizations":332,"bestGrade":286,"headline":200,"lastVerified":319,"indexable":192},"network-outage-communication-agent","AI agent for network outage detection and customer communication","Outage communication","AI network outage communication is an agent that turns network alarms into a clear picture of which customers are affected by an outage and why. It proactively tells those customers by message, app or phone, giving a cause and an estimated fix time, answers their questions during the incident, and updates them until service is restored.",[272],[19,327,20],"network-operations",[329,306,330,23,22],"anomaly-detection","content-generation","emerging",[333,334],"AT&T","Comcast",{"slug":336,"title":337,"shortTitle":338,"definition":339,"status":9,"industries":340,"functions":341,"patterns":343,"audience":30,"autonomy":31,"adoptionStage":32,"evidenceCount":344,"publicEvidenceCount":345,"organizations":346,"bestGrade":286,"headline":360,"lastVerified":291,"indexable":192},"utility-billing-and-move-agent","AI agent for utility billing, payments, meter readings and move in or move out","Utility billing and home moves","An AI agent for utility billing and moves explains bills and tariffs, takes meter readings and manages payments and account moves for energy and water customers. It also handles move in and move out, including final reads and closing one account and opening the next, across phone, messaging, email and the app, while anyone in payment difficulty, in a vulnerable situation or with a complaint is handed to a person.",[17],[19,342],"operations",[23,22,24,275],14,13,[347,348,349,350,351,352,353,354,355,356,357,358,359],"Aydem Energy","Dubai Electricity and Water Authority (DEWA)","Dubai Electricity and Water Authority","EDF","ENGIE Belgium","E.ON Grid Solutions","E.ON Next","Essent","evm","MAINGAU Energie GmbH","Octopus Energy","Pacific Gas and Electric Company","rhenag Rheinische Energie",{"kpi":41,"label":252,"unit":187,"n":65,"nUpTo":249,"kind":289,"value":361,"qualifier":290,"claimant":200,"organization":200,"vendorReported":170},69,{"indexable":192,"reasons":363},[],[365,371,376,384,391,398,404,411,419,426,432,438,444,451,458,465,471,477,482,488,494,499,504,511,516,523,528,534,540,545,552,558,564,570,575,581,586,592],{"id":137,"label":366,"issuer":367,"region":207,"url":368,"description":369,"useCases":370,"indexable":192},"EU AI Act","European Union","https:\u002F\u002Feur-lex.europa.eu\u002Feli\u002Freg\u002F2024\u002F1689\u002Foj","Regulation (EU) 2024\u002F1689: risk based rules for AI systems, with obligations for high risk systems listed in Annex III and transparency duties under Article 50.",306,{"id":138,"label":372,"issuer":367,"region":207,"url":373,"description":374,"useCases":375,"indexable":192},"GDPR","https:\u002F\u002Feur-lex.europa.eu\u002Feli\u002Freg\u002F2016\u002F679\u002Foj","General Data Protection Regulation, including Article 22 on decisions based solely on automated processing.",276,{"id":377,"label":378,"issuer":379,"region":380,"url":381,"description":382,"useCases":383,"indexable":192},"iso-42001","ISO\u002FIEC 42001","ISO and IEC","global","https:\u002F\u002Fwww.iso.org\u002Fstandard\u002F81230.html","The international management system standard for AI.",150,{"id":385,"label":386,"issuer":387,"region":172,"url":388,"description":389,"useCases":390,"indexable":192},"nist-ai-rmf","NIST AI Risk Management Framework","NIST","https:\u002F\u002Fwww.nist.gov\u002Fitl\u002Fai-risk-management-framework","Voluntary US framework to map, measure, manage and govern AI risk, with a generative AI profile.",115,{"id":392,"label":393,"issuer":394,"region":207,"url":395,"description":396,"useCases":397,"indexable":192},"uk-gdpr","UK GDPR","Information Commissioner's Office","https:\u002F\u002Fico.org.uk\u002Ffor-organisations\u002Fuk-gdpr-guidance-and-resources\u002F","The UK's version of the GDPR, including rules on solely automated decisions.",86,{"id":399,"label":400,"issuer":367,"region":207,"url":401,"description":402,"useCases":403,"indexable":192},"dora","DORA","https:\u002F\u002Feur-lex.europa.eu\u002Feli\u002Freg\u002F2022\u002F2554\u002Foj","Digital Operational Resilience Act for financial entities: ICT risk, incident reporting and third party risk, including AI providers.",73,{"id":405,"label":406,"issuer":407,"region":207,"url":408,"description":409,"useCases":410,"indexable":192},"uk-consumer-duty","FCA Consumer Duty","Financial Conduct Authority","https:\u002F\u002Fwww.fca.org.uk\u002Ffirms\u002Fconsumer-duty","UK rules that require firms to deliver good outcomes for retail customers, including through automated channels.",53,{"id":412,"label":413,"issuer":414,"region":415,"url":416,"description":417,"useCases":418,"indexable":192},"mas-ai-risk-management","MAS AI risk management guidelines","Monetary Authority of Singapore","asia-pacific","https:\u002F\u002Fwww.mas.gov.sg\u002Fnews\u002Fmedia-releases\u002F2025\u002Fmas-guidelines-for-artificial-intelligence-risk-management","Singapore's supervisory expectations for AI risk management at financial institutions, building on the FEAT principles.",37,{"id":420,"label":421,"issuer":422,"region":415,"url":423,"description":424,"useCases":425,"indexable":192},"apra-cps-230","APRA CPS 230","Australian Prudential Regulation Authority","https:\u002F\u002Fwww.apra.gov.au\u002Foperational-risk-management","Australian operational risk standard covering critical operations and material service providers.",26,{"id":427,"label":428,"issuer":367,"region":207,"url":429,"description":430,"useCases":431,"indexable":192},"nis2","NIS2 Directive","https:\u002F\u002Feur-lex.europa.eu\u002Feli\u002Fdir\u002F2022\u002F2555\u002Foj","Directive (EU) 2022\u002F2555 on cybersecurity for essential and important entities, including telecom networks, energy and public administration.",23,{"id":433,"label":434,"issuer":435,"region":380,"url":436,"description":437,"useCases":431,"indexable":192},"pci-dss","PCI DSS","PCI Security Standards Council","https:\u002F\u002Fwww.pcisecuritystandards.org\u002F","Security standard for any system that stores, processes or transmits cardholder data.",{"id":439,"label":440,"issuer":441,"region":172,"url":442,"description":443,"useCases":431,"indexable":192},"us-sr-11-7","SR 11-7 model risk management","Federal Reserve and OCC","https:\u002F\u002Fwww.federalreserve.gov\u002Fboarddocs\u002Fsrletters\u002F2011\u002Fsr1107.htm","US supervisory guidance on model risk management, applied by banks to AI and machine learning models.",{"id":445,"label":446,"issuer":447,"region":172,"url":448,"description":449,"useCases":450,"indexable":192},"hipaa","HIPAA","US Department of Health and Human Services","https:\u002F\u002Fwww.hhs.gov\u002Fhipaa\u002Findex.html","US rules for the privacy and security of protected health information.",21,{"id":452,"label":453,"issuer":454,"region":207,"url":455,"description":456,"useCases":457,"indexable":192},"uk-atrs","UK Algorithmic Transparency Recording Standard","UK Government","https:\u002F\u002Fwww.gov.uk\u002Fgovernment\u002Fcollections\u002Falgorithmic-transparency-recording-standard-hub","Mandatory transparency records for algorithmic tools used by UK central government.",18,{"id":459,"label":460,"issuer":461,"region":172,"url":462,"description":463,"useCases":464,"indexable":192},"us-tcpa","Telephone Consumer Protection Act","Federal Communications Commission","https:\u002F\u002Fwww.fcc.gov\u002Fconsumers\u002Fguides\u002Fstop-unwanted-robocalls-and-texts","US consent rules for automated and prerecorded calls and texts; the FCC has confirmed AI generated voices count as artificial voices.",17,{"id":466,"label":467,"issuer":367,"region":207,"url":468,"description":469,"useCases":470,"indexable":192},"eu-accessibility-act","European Accessibility Act","https:\u002F\u002Feur-lex.europa.eu\u002Feli\u002Fdir\u002F2019\u002F882\u002Foj","Directive (EU) 2019\u002F882: accessibility requirements for banking services, ecommerce and other digital services, applicable since June 2025.",15,{"id":472,"label":473,"issuer":474,"region":380,"url":475,"description":476,"useCases":470,"indexable":192},"fatf-recommendations","FATF Recommendations","Financial Action Task Force","https:\u002F\u002Fwww.fatf-gafi.org\u002Fen\u002Fpublications\u002FFatfrecommendations\u002FFatf-recommendations.html","Global standards for anti money laundering and counter terrorist financing that national rules implement.",{"id":478,"label":479,"issuer":367,"region":207,"url":480,"description":481,"useCases":344,"indexable":192},"eu-amlr","EU Anti Money Laundering Regulation","https:\u002F\u002Feur-lex.europa.eu\u002Feli\u002Freg\u002F2024\u002F1624\u002Foj","Regulation (EU) 2024\u002F1624: the single EU rulebook for customer due diligence, beneficial ownership and suspicious transaction reporting.",{"id":483,"label":484,"issuer":485,"region":380,"url":486,"description":487,"useCases":344,"indexable":192},"telecom-consumer-rules","Telecom consumer protection rules","National telecom regulators","https:\u002F\u002Fwww.berec.europa.eu\u002F","National rules on telecom contracts, switching, billing disputes and marketing consent.",{"id":489,"label":490,"issuer":491,"region":172,"url":492,"description":493,"useCases":345,"indexable":192},"us-bsa","Bank Secrecy Act","FinCEN","https:\u002F\u002Fwww.fincen.gov\u002Fresources\u002Fstatutes-and-regulations\u002Fbank-secrecy-act","US anti money laundering law: customer due diligence, suspicious activity reports and record keeping.",{"id":495,"label":496,"issuer":367,"region":207,"url":497,"description":498,"useCases":345,"indexable":192},"eu-psd2","PSD2","https:\u002F\u002Feur-lex.europa.eu\u002Feli\u002Fdir\u002F2015\u002F2366\u002Foj","Payment Services Directive 2: strong customer authentication, transaction risk analysis exemptions and open banking access.",{"id":500,"label":501,"issuer":367,"region":207,"url":502,"description":503,"useCases":345,"indexable":192},"solvency-ii","Solvency II","https:\u002F\u002Feur-lex.europa.eu\u002Feli\u002Fdir\u002F2009\u002F138\u002Foj","Directive 2009\u002F138\u002FEC: risk based capital, governance and model requirements for insurers.",{"id":505,"label":506,"issuer":507,"region":172,"url":508,"description":509,"useCases":510,"indexable":192},"us-ecoa-reg-b","ECOA and Regulation B","Consumer Financial Protection Bureau","https:\u002F\u002Fwww.consumerfinance.gov\u002Frules-policy\u002Fregulations\u002F1002\u002F9\u002F","US fair lending rules, including specific reasons in adverse action notices, which also apply when credit decisions use AI models.",12,{"id":512,"label":513,"issuer":367,"region":207,"url":514,"description":515,"useCases":510,"indexable":192},"eecc","European Electronic Communications Code","https:\u002F\u002Feur-lex.europa.eu\u002Feli\u002Fdir\u002F2018\u002F1972\u002Foj","Directive (EU) 2018\u002F1972: consumer protection, contract, switching and security rules for telecom operators.",{"id":517,"label":518,"issuer":519,"region":207,"url":520,"description":521,"useCases":522,"indexable":192},"eba-loan-origination","EBA Guidelines on loan origination and monitoring","European Banking Authority","https:\u002F\u002Fwww.eba.europa.eu\u002Fregulation-and-policy\u002Fcredit-risk\u002Fguidelines-on-loan-origination-and-monitoring","Expectations for credit decisioning, including the use of automated models.",11,{"id":524,"label":525,"issuer":367,"region":207,"url":526,"description":527,"useCases":522,"indexable":192},"mifid-ii","MiFID II","https:\u002F\u002Feur-lex.europa.eu\u002Feli\u002Fdir\u002F2014\u002F65\u002Foj","Directive 2014\u002F65\u002FEU on markets in financial instruments: suitability and appropriateness of advice, record keeping and product governance.",{"id":529,"label":530,"issuer":414,"region":415,"url":531,"description":532,"useCases":533,"indexable":192},"mas-notice-626","MAS Notice 626","https:\u002F\u002Fwww.mas.gov.sg\u002Fregulation\u002Fnotices\u002Fnotice-626","Singapore's anti money laundering and counter terrorism financing requirements for banks.",10,{"id":535,"label":536,"issuer":537,"region":172,"url":538,"description":539,"useCases":66,"indexable":192},"us-fcra","Fair Credit Reporting Act","Federal Trade Commission","https:\u002F\u002Fwww.ftc.gov\u002Flegal-library\u002Fbrowse\u002Fstatutes\u002Ffair-credit-reporting-act","US rules on consumer reports, their accuracy and permissible use, relevant to credit scoring and screening.",{"id":541,"label":542,"issuer":367,"region":207,"url":543,"description":544,"useCases":66,"indexable":192},"eu-idd","Insurance Distribution Directive","https:\u002F\u002Feur-lex.europa.eu\u002Feli\u002Fdir\u002F2016\u002F97\u002Foj","Directive (EU) 2016\u002F97: conduct rules for selling insurance, including demands and needs testing and advice.",{"id":546,"label":547,"issuer":548,"region":549,"url":550,"description":551,"useCases":278,"indexable":192},"cbuae-ai-guidance","CBUAE guidance on AI and ML","Central Bank of the UAE","middle-east","https:\u002F\u002Fwww.centralbank.ae\u002F","UAE central bank expectations for the enabling technologies, AI and machine learning used by licensed financial institutions.",{"id":553,"label":554,"issuer":367,"region":207,"url":555,"description":556,"useCases":557,"indexable":192},"eu-mortgage-credit-directive","EU Mortgage Credit Directive","https:\u002F\u002Feur-lex.europa.eu\u002Feli\u002Fdir\u002F2014\u002F17\u002Foj","Directive 2014\u002F17\u002FEU: creditworthiness assessment, disclosure and advice rules for residential mortgage lending.",5,{"id":559,"label":560,"issuer":561,"region":207,"url":562,"description":563,"useCases":557,"indexable":192},"uk-psr-app-reimbursement","UK APP scam reimbursement rules","Payment Systems Regulator","https:\u002F\u002Fwww.psr.org.uk\u002Four-work\u002Fapp-scams\u002F","Mandatory reimbursement of authorised push payment scam victims by UK payment firms, which shifts scam losses onto banks.",{"id":565,"label":566,"issuer":567,"region":415,"url":568,"description":569,"useCases":65,"indexable":192},"au-scams-prevention-framework","Australian Scams Prevention Framework","Australian Treasury","https:\u002F\u002Ftreasury.gov.au\u002Fconsultation\u002Fc2024-573813","Economy wide obligations for banks, telcos and digital platforms to prevent, detect, disrupt and respond to scams.",{"id":571,"label":572,"issuer":414,"region":415,"url":573,"description":574,"useCases":65,"indexable":192},"mas-shared-responsibility-framework","MAS Shared Responsibility Framework","https:\u002F\u002Fwww.mas.gov.sg\u002Fregulation\u002Fguidelines\u002Fguidelines-on-shared-responsibility-framework","Singapore's framework that assigns banks and telcos duties and loss sharing for phishing scams.",{"id":576,"label":577,"issuer":578,"region":207,"url":579,"description":580,"useCases":65,"indexable":192},"pra-ss1-23","PRA SS1\u002F23 model risk management","Prudential Regulation Authority","https:\u002F\u002Fwww.bankofengland.co.uk\u002Fprudential-regulation\u002Fpublication\u002F2023\u002Fmay\u002Fmodel-risk-management-principles-for-banks-ss","UK model risk management principles for banks, covering AI and machine learning models.",{"id":582,"label":583,"issuer":367,"region":207,"url":584,"description":585,"useCases":288,"indexable":192},"eu-mar","EU Market Abuse Regulation","https:\u002F\u002Feur-lex.europa.eu\u002Feli\u002Freg\u002F2014\u002F596\u002Foj","Regulation (EU) 596\u002F2014: insider dealing and market manipulation, including the duty to detect and report suspicious orders and transactions.",{"id":587,"label":588,"issuer":589,"region":172,"url":590,"description":591,"useCases":288,"indexable":192},"nyc-local-law-144","NYC Local Law 144","New York City","https:\u002F\u002Fwww.nyc.gov\u002Fsite\u002Fdca\u002Fabout\u002Fautomated-employment-decision-tools.page","Bias audits and notices for automated employment decision tools used in hiring and promotion in New York City.",{"id":593,"label":594,"issuer":595,"region":549,"url":596,"description":597,"useCases":288,"indexable":192},"sdaia-ai-ethics","SDAIA AI ethics principles","Saudi Data and AI Authority","https:\u002F\u002Fsdaia.gov.sa\u002Fen\u002FSDAIA\u002Fabout\u002FDocuments\u002Fai-principles.pdf","Saudi Arabia's national AI ethics principles, applied across sectors including finance and government.",1794496880701]