[{"data":1,"prerenderedAt":676},["ShallowReactive",2],{"uc-recruitment-screening-and-interview-scheduling":3,"uc-regulations":468},{"useCase":4,"evidence":230,"blitsAiDeployments":374,"benchmarks":375,"indicative":392,"related":395,"indexability":466,"includeUnpublished":236},{"title":5,"shortTitle":6,"seoTitle":7,"metaDescription":8,"status":9,"definition":10,"aliases":11,"industries":18,"functions":23,"patterns":25,"channels":30,"audience":36,"autonomy":37,"adoptionStage":38,"problem":39,"problemStats":40,"howItWorks":41,"valueDrivers":42,"kpis":47,"indicativeValue":52,"macroEstimates":87,"feasibility":88,"implementation":101,"risk":148,"blitsAi":205,"faq":207,"related":220,"datePublished":225,"dateModified":225,"lastVerified":225,"changelog":226,"slug":229},"AI for recruitment screening and interview scheduling","Recruitment screening and scheduling","AI recruitment screening and interview scheduling","AI answers candidates, prequalifies them and books interviews, with cases from Chipotle and Gojob. In the EU, AI that screens CVs is high risk under the AI Act.","published","AI that answers candidates' questions, collects applications in conversation, schedules interviews and, where the organization chooses, assesses applications against the job requirements for a recruiter, who makes every selection decision. In the EU, the screening part is a high risk AI system under Annex III point 4 of the AI Act.",[12,13,14,15,16,17],"AI recruiting assistant","conversational hiring assistant","AI resume screening","CV screening with AI","automated interview scheduling","candidate prequalification chatbot",[19,20,21,22],"cross-industry","government","travel-and-hospitality","professional-services",[24],"human-resources",[26,27,28,29],"conversational-agent","classification-and-routing","prediction-and-scoring","agentic-workflow",[31,32,33,34,35],"sms","whatsapp","web-chat","mobile-app","email","customer-facing","copilot","early-adopters","High volume hiring is an administrative marathon. A restaurant chain, retailer, staffing agency or\npublic body receives large numbers of applications for similar roles, and recruiters and hiring\nmanagers spend their time chasing candidates for basic information, answering the same questions\nand trading emails to find interview slots. At the temporary work agency Gojob, a recruiter had to\ncontact between 50 and 80 candidates to fill a single vacancy. Candidates who wait too long may\naccept another offer. For specialist roles the bottleneck is reading: at the consultancy Trace3, working\nthrough résumés could take HR managers up to three weeks. US Immigration and Customs Enforcement\nnames bias and variability in how HR specialists evaluate resumes as problems its screening tool\nis meant to reduce.\n\nAI helps on both fronts, but the two halves carry very different risk. Answering questions,\ncollecting information and booking interviews is logistics. Ranking, filtering or scoring people\ndecides who gets a chance at a job, and it has a documented history of encoding bias, from\nAmazon's abandoned experimental ranking tool to recruitment tools, audited by the UK ICO, that let\nrecruiters filter out candidates with certain protected characteristics. In the EU, AI that analyses and filters applications or evaluates\ncandidates is high risk under the AI Act. Design the system so the logistics run fast and the\njudgment stays demonstrably human.",[],"1. **Engage the candidate.** A conversational assistant on the careers site, SMS or WhatsApp\n   answers questions about the role, pay, shifts and process, in the candidate's language, and\n   says clearly that it is an AI.\n2. **Collect the application.** It gathers the information the job actually requires (right to\n   work, availability, location, required licences or qualifications) and nothing more.\n3. **Apply knockout rules transparently.** Objective, job related minimum requirements that the\n   organization has documented are checked; candidates who do not meet them are told why and how\n   to ask for a human review.\n4. **Summarize, and only if chosen, assess.** For roles where the organization decides to use it,\n   the AI compares the application with the documented job requirements and shows the recruiter\n   matching and missing experience with evidence, without a pass or fail decision.\n5. **Schedule.** The assistant offers interview slots from the hiring manager's calendar, books,\n   reschedules and sends reminders.\n6. **Humans decide.** Recruiters and hiring managers review, interview and select; the offer\n   is sent only for candidates they choose.",[43,44,45,46],"speed","employee-productivity","customer-experience","inclusion-and-access",[48,49,50,51],"cycle-time-days","interactions-handled","processing-time-reduction","productivity-gain",{"referenceOrg":53,"inputs":54,"formula":82,"currency":83,"period":84,"resultLabel":85,"caveat":86},"An employer that hires 5,000 people a year into high volume roles",[55,61,68,75],{"key":56,"label":57,"low":58,"high":58,"unit":59,"note":60},"hires","Hires per year",5000,"hires per year","The reference organization.",{"key":62,"label":63,"low":64,"high":65,"unit":66,"note":67},"adminHoursPerHire","Recruiter and manager admin hours per hire (chasing, scheduling, answering questions)",2,4,"hours per hire","Editorial assumption for high volume hiring. Replace with your own time study.",{"key":69,"label":70,"low":71,"high":72,"unit":73,"note":74},"automatedShare","Share of that admin the assistant takes over",0.4,0.7,"fraction of admin hours","Editorial assumption; screening decisions and interviews are excluded and stay with people.",{"key":76,"label":77,"low":78,"high":79,"unit":80,"note":81},"hourlyCost","Blended hourly cost of recruiters and hiring managers",35,60,"USD per hour","Editorial assumption, replace with your own.","hires * adminHoursPerHire * automatedShare * hourlyCost","USD","per year","Recruiting admin time released","Counts only administrative time around scheduling and candidate communication. It leaves out the value of filling roles faster (fewer lost candidates, less overtime), the cost of the platform, and the compliance cost of a high risk system if screening is included.",[],{"complexity":89,"complexityNote":90,"dataPrerequisites":91,"integrations":96},"high","Scheduling and candidate questions are medium effort: integration with the applicant tracking system and calendars. Screening is high effort because it is a high risk system in the EU and regulated elsewhere: documented job criteria, bias testing, human oversight, logging, candidate notices and, for those who build it, the provider obligations of the AI Act.",[92,93,94,95],"Documented, job related requirements per role, approved by HR and legal","Approved answers on pay, benefits, process and policies for candidate questions","Hiring manager calendars and interview formats","Historical outcome data by stage, to test for adverse impact before and after launch",[97,98,99,100],"Applicant tracking system (for example Workday, SAP SuccessFactors or a specialist ATS)","Calendar systems for interview scheduling","Careers site, SMS and WhatsApp channels","HR information system for offers and onboarding handover",{"steps":102,"guardrails":121,"humanInTheLoop":128,"kpisToInstrument":129,"failureModes":135},[103,106,109,112,115,118],{"title":104,"detail":105},"Separate logistics from judgment in the design","Write down which steps the AI performs (answer, collect, schedule) and which it only informs (assessment). Classify each under the AI Act and local law before building, and document the reasoning.",{"title":107,"detail":108},"Define criteria that are job related","Knockout questions and assessment criteria must be objective, necessary for the role and approved by HR and legal. Remove proxies for protected characteristics such as names, photos, postcodes and gaps explained by care or illness.",{"title":110,"detail":111},"Build the candidate experience first","Launch question answering and scheduling, with AI disclosure and a route to a person, and measure drop off and time to interview before adding any assessment.",{"title":113,"detail":114},"If you add screening, test for adverse impact","Before launch and on a schedule, compare selection rates across groups on real outcomes, with an independent review. Keep a written record of tests, results and fixes.",{"title":116,"detail":117},"Make human review real","Recruiters see the evidence behind any assessment, can override it easily, and are trained on the tool's limits. Track how often they disagree; zero disagreement is a warning sign.",{"title":119,"detail":120},"Tell candidates and workers","Inform candidates that AI is used and how to request human review, and inform workers' representatives where required, before the system is used.",[122,123,124,125,126,127],"The AI never rejects or selects a candidate on its own; outcomes are decided and recorded by a person","Only documented, job related criteria are assessed; no inference of protected characteristics, personality or emotion","No analysis of facial expressions or voice to judge candidates","Candidates are told they are dealing with AI and can ask for a human","Adverse impact testing before launch and at regular intervals, with results kept","Security basics on the candidate data store (unique credentials, multifactor authentication, access logs)","Recruiters and hiring managers make every screening, interview and hiring decision and can see and override any AI assessment. HR owns the criteria, reviews adverse impact results with legal, and handles every candidate request for human review. A named owner is accountable for the system's oversight, logs and incidents.",[130,131,132,133,134],"Time from application to interview and to offer","Candidate drop off rate by stage and channel","Selection rates by group at each stage (adverse impact ratio)","Share of AI assessments that recruiters override, and why","Candidate requests for human review and their outcomes",[136,139,142,145],{"title":137,"detail":138},"Bias learned from history","A model trained on past hires reproduces who was hired before. Amazon scrapped an experimental CV ranking tool that, according to press reports collected in the AI Incident Database, showed bias against women. Use documented criteria, not past decisions, and test outcomes.",{"title":140,"detail":141},"Automation bias in review","Recruiters accept the ranking without reading. Show evidence rather than scores, measure overrides and train reviewers.",{"title":143,"detail":144},"Screening creep","A scheduling bot starts filtering on free text answers without a risk assessment. Treat any new decision logic as a change that needs review.",{"title":146,"detail":147},"Candidate data breach","A hiring chatbot platform exposes applicants' chats and contact details through weak security. Apply the same security controls as any system holding personal data at scale.",{"euAiAct":149,"regulations":151,"guidance":158,"controls":189,"incidents":196},{"tier":89,"basis":150},"Annex III point 4(a) lists AI systems intended to be used for the recruitment or selection of natural persons, in particular to place targeted job advertisements, to analyse and filter job applications and to evaluate candidates. Screening, ranking and scoring applications is therefore high risk. A component limited to a narrow procedural task, such as booking interview slots or answering process questions, can fall outside the high risk category under Article 6(3), but only if it does not materially influence the outcome and does not profile people, and that assessment must be documented (Article 6(4)). Deployers of the high risk part must follow the instructions for use, assign competent human oversight, keep logs, inform workers' representatives and inform candidates that a high risk system is used (Article 26). An organization that builds its own screening system becomes its provider, with conformity assessment duties. The chatbot part also carries the Article 50 disclosure duty.",[152,153,154,155,156,157],"eu-ai-act","gdpr","uk-gdpr","iso-42001","nist-ai-rmf","nyc-local-law-144",[159,165,169,173,178,183],{"title":160,"issuer":161,"region":162,"url":163,"note":164},"Annex III, high risk AI systems referred to in Article 6(2)","European Union","europe","https://artificialintelligenceact.eu/annex/3/","Point 4(a) covers recruitment and selection, including analysing and filtering applications and evaluating candidates.",{"title":166,"issuer":161,"region":162,"url":167,"note":168},"Article 26, obligations of deployers of high risk AI systems","https://artificialintelligenceact.eu/article/26/","Human oversight, logs, informing workers' representatives and informing the people affected. The AI Act Explorer lists 2 December 2027 as the application date for Annex III systems.",{"title":170,"issuer":161,"region":162,"url":171,"note":172},"Article 5, prohibited AI practices","https://artificialintelligenceact.eu/article/5/","Point 1(f) prohibits AI systems that infer the emotions of a person in the areas of workplace and education institutions, except for medical or safety reasons. The European Commission's guidelines read \"workplace\" as including candidates in the selection and hiring process.",{"title":174,"issuer":175,"region":162,"url":176,"note":177},"Guidelines on prohibited artificial intelligence practices established by the AI Act","European Commission","https://digital-strategy.ec.europa.eu/en/library/commission-publishes-guidelines-prohibited-artificial-intelligence-ai-practices-defined-ai-act","The guidelines say the notion of workplace in Article 5(1)(f) also applies to candidates during selection and hiring, and give the use of emotion recognition during the recruitment process as an example of a prohibited practice. The guidelines are not binding; the Court of Justice gives the authoritative interpretation.",{"title":179,"issuer":180,"region":162,"url":181,"note":182},"ICO intervention into AI recruitment tools leads to better data protection for job seekers","UK Information Commissioner's Office","https://ico.org.uk/about-the-ico/media-centre/news-and-blogs/2024/11/ico-intervention-into-ai-recruitment-tools-leads-to-better-data-protection-for-job-seekers/","Audits of AI recruitment tool providers led to almost 300 recommendations, after some tools allowed filtering by protected characteristics or inferred gender and ethnicity from names.",{"title":184,"issuer":185,"region":186,"url":187,"note":188},"Automated employment decision tools (Local Law 144)","New York City Department of Consumer and Worker Protection","north-america","https://www.nyc.gov/site/dca/about/automated-employment-decision-tools.page","Employers and employment agencies in New York City may use an automated employment decision tool only if it had a bias audit within one year of its use, a summary of the results is public and candidates or employees received notices. The independence requirement for the auditor is set out in the linked DCWP rule.",[190,191,192,193,194,195],"AI Act classification of each component, with the Article 6(3) assessment documented where a derogation is used","Data protection impact assessment and a lawful basis for any automated assessment, with GDPR Article 22 safeguards","Bias audit before launch and at least yearly, with results retained","Logging of assessments, human decisions and overrides for at least the legally required period","Candidate notices, a human review route and a named owner for oversight and incidents","Supplier due diligence covering security testing, model documentation and instructions for use",[197,201],{"title":198,"url":199,"note":200},"Amazon's experimental hiring tool allegedly displayed gender bias in candidate rankings","https://incidentdatabase.ai/cite/37/","AI Incident Database entry 37. Amazon scrapped an experimental tool for ranking CVs that, according to the press reports collected there, showed bias against women.",{"title":202,"url":203,"note":204},"McDonald's AI hiring bot exposed millions of applicants' data to hackers who tried the password 123456","https://www.wired.com/story/mcdonalds-ai-hiring-chat-bot-paradoxai/","Security researchers accessed the back end of the McHire chatbot platform run by Paradox.ai through the guessable password 123456 on an old test administrator account that appeared to lack multifactor authentication, then changed applicant ID numbers to see other applicants' chats and contact details. Paradox confirmed the findings and said no third party other than the researchers accessed the account.",{"howToBuild":206},"On Blits.ai the candidate facing part is an **AI agent** on the **web chat**, **WhatsApp** and\n**SMS** channels, answering from a **knowledge base** of approved role and process content, in the\ncandidate's language with **multi language** support, and disclosing that it is an AI. A **flow**\ncollects the required application fields with **slot filling** and **sensitive data flags**, and\n**custom functions** write them to the applicant tracking system and book interview slots in the\norganization's calendar system (the integration catalog includes Workday and Google Workspace,\nand Office 365 is available as a ready made tool).\n\nIf the organization chooses to add an assessment, it runs as an **agentic workflow** that produces\na **structured output** summary of matching and missing experience against documented criteria,\nwith **human in the loop** approval so no status changes without a recruiter, and a full **audit\ntrail** per run. **Guardrails** block questions about protected characteristics, **PII masking**\nand the **GDPR toolkit** handle consent, retention and removal requests, and **test suites** can\nreplay matched candidate profiles to check for inconsistent treatment. The organization remains\nthe deployer, and the provider of any screening logic it builds, under the AI Act.",[208,211,214,217],{"question":209,"answer":210},"Is AI CV screening high risk under the EU AI Act?","Yes. Annex III point 4(a) lists AI used to analyse and filter job applications and to evaluate candidates. That brings risk management, data governance, logging, human oversight and, for deployers, duties to inform workers' representatives and candidates. Interview scheduling alone can fall outside the high risk category if it is a narrow procedural task that does not influence who is selected, but that assessment must be documented.",{"question":212,"answer":213},"What results do employers report?","Mostly speed. Microsoft reports that Gojob's assistant prequalifies a candidate within 15 minutes and has held 1.5 million exchanges; Chipotle began rolling out a conversational hiring assistant to more than 3,500 restaurants in 2024 and expects time to hire to fall by as much as 75%, but its announcement reports no measured result. Public evidence on fairness outcomes is scarce, which is a reason to measure it yourself.",{"question":215,"answer":216},"Can the AI reject candidates automatically?","It should not. Beyond the AI Act, GDPR Article 22 restricts decisions based solely on automated processing with significant effects, and Recital 71 names online recruiting without any human intervention as an example. Keep objective knockout rules transparent, tell candidates how to ask for a human review and let a person make the decision.",{"question":218,"answer":219},"What does a government deployment look like?","US Immigration and Customs Enforcement uses a GPT-4 based tool that scores resumes against job requirements and shows related and missing experience to HR specialists. The department classifies it as high impact and lists its impact assessment, monitoring and appeal process as still in progress, which shows how much governance work sits behind such a tool.",[221,222,223,224],"employee-onboarding-assistant","hr-and-policy-assistant","conversation-roleplay-training","outbound-reminder-and-confirmation-agent","2026-09-27",[227],{"date":225,"note":228},"First published","recruitment-screening-and-interview-scheduling",[231,267,292,320,355],{"title":232,"useCases":233,"organization":234,"vendors":238,"summary":245,"stage":246,"year":247,"channels":248,"languages":250,"metrics":252,"outcomeDisclosed":236,"sources":253,"verification":261,"grade":264,"id":265,"organizationSlug":266},"US Immigration and Customs Enforcement: generative AI assisted resume screening",[229],{"name":235,"anonymized":236,"country":237,"region":186,"industry":20},"U.S. Immigration and Customs Enforcement",false,"US",[239,242],{"name":240,"role":241},"AIS","integrator",{"name":243,"role":244},"OpenAI","model-provider","ICE uses a generative AI tool, based on OpenAI's GPT-4, that compares each candidate's resume with the job requirements and returns a numerical score, a colour coded scoring group, related experience and missing experience, with a separate group for resumes it could not score. The aim is to apply the same criteria to every resume and shorten time to hire; human reviewed resumes are compared with the tool's output for validation. DHS classifies it as high impact and lists its impact assessment, independent review, monitoring and appeal process as still in progress.","production",2026,[249],"internal-tools",[251],"en",[],[254,258],{"url":255,"title":256,"publisher":257},"https://github.com/ombegov/2025-Federal-Agency-AI-Use-Case-Inventory","2025 Federal Agency AI Use Case Inventory","Office of Management and Budget (GitHub)",{"url":259,"title":260,"publisher":257},"https://raw.githubusercontent.com/ombegov/2025-Federal-Agency-AI-Use-Case-Inventory/main/Data/2025_individually_reported_AI_use_cases.csv","2025 individually reported AI use cases (entry DHS-2556, AI-Assisted Resume Screening Tool)",{"level":262,"checkedAt":263},"source-verified","2026-09-26","B","ice-ai-assisted-resume-screening","u-s-immigration-and-customs-enforcement",{"title":268,"useCases":269,"organization":270,"vendors":272,"summary":276,"stage":246,"year":277,"channels":278,"languages":279,"metrics":283,"outcomeDisclosed":236,"sources":284,"verification":289,"grade":264,"id":290,"organizationSlug":291},"Chipotle: conversational AI hiring assistant Ava Cado for restaurant recruiting",[229],{"name":271,"anonymized":236,"country":237,"region":186,"industry":21},"Chipotle Mexican Grill",[273],{"name":274,"role":275},"Paradox","platform","In October 2024 Chipotle began a phased rollout of Paradox's conversational hiring system to its more than 3,500 restaurants in North America and Europe, with completion planned that month. A virtual assistant named Ava Cado chats with candidates in English, Spanish, French and German, answers their questions, collects basic information, schedules interviews for hiring managers and sends offers to the candidates managers select. The managers keep the hiring decision. Chipotle said it expects time to hire to fall by as much as 75%; that is a target, not a reported result.",2024,[],[251,280,281,282],"es","fr","de",[],[285],{"url":286,"title":287,"publisher":271,"date":288},"https://newsroom.chipotle.com/2024-10-22-CHIPOTLE-INTRODUCES-NEW-AI-HIRING-PLATFORM-TO-SUPPORT-ITS-ACCELERATED-GROWTH","Chipotle introduces new AI hiring platform to support its accelerated growth","2024-10-22",{"level":262,"checkedAt":263},"chipotle-ava-cado-conversational-hiring",null,{"title":293,"useCases":294,"organization":295,"vendors":299,"summary":300,"stage":246,"year":277,"channels":301,"languages":302,"metrics":303,"outcomeDisclosed":311,"sources":312,"verification":317,"grade":264,"id":318,"organizationSlug":319},"Mastercard: AI interview scheduling for candidates",[229],{"name":296,"anonymized":236,"country":237,"region":297,"industry":298},"Mastercard","global","payments",[],"Mastercard uses an AI tool to coordinate and reschedule candidate interviews with hiring managers, letting candidates complete scheduling when it suits them. The company says candidates now see their interviews scheduled nearly 90% faster. The same article also describes Unlocked, Mastercard's internal talent marketplace, which is covered by a separate evidence record.",[249],[251],[304],{"kpi":50,"value":305,"unit":306,"qualifier":307,"claimant":308,"quote":309,"sourceUrl":310},90,"percent","approximately","organization","As a result, candidates now see their interviews getting scheduled nearly 90% faster","https://www.mastercard.com/news/perspectives/2024/at-the-inflection-of-ai-and-hr-how-we-re-equipping-employees-for-the-ai-era/",true,[313],{"url":310,"title":314,"publisher":315,"archivedUrl":316},"At the inflection of AI and HR: How we're equipping employees for the AI era","Mastercard Newsroom","https://web.archive.org/web/20260616181554/https://www.mastercard.com/news/perspectives/2024/at-the-inflection-of-ai-and-hr-how-we-re-equipping-employees-for-the-ai-era",{"level":262,"checkedAt":225},"mastercard-ai-interview-scheduling","mastercard",{"title":321,"useCases":322,"organization":323,"vendors":326,"summary":329,"stage":330,"year":277,"channels":331,"languages":332,"metrics":333,"outcomeDisclosed":311,"sources":347,"verification":352,"grade":353,"id":354,"organizationSlug":291},"Gojob: Aglae assistant that prequalifies temporary work candidates by text message",[229],{"name":324,"anonymized":236,"country":325,"region":162,"industry":22},"Gojob","FR",[327],{"name":328,"role":275},"Microsoft","Gojob, a digital temporary employment agency, built Aglae on Azure OpenAI Service. When a job is published, Aglae searches its pool of 2 million profiles, holds text message conversations with candidates to prequalify them, answers their questions and redirects candidates who do not match; the recruiter steps in at the end. Staff check the conversations afterwards to catch bias, and the assistant hands over to a person when needed. Microsoft reports 1.5 million exchanges and a placement rate that rose from 60% to 95%.","scaled",[31],[],[334,342],{"kpi":49,"value":335,"unit":336,"qualifier":337,"period":338,"claimant":339,"quote":340,"sourceUrl":341},1500000,"count","exact","since go live","vendor","1.5 million exchanges have taken place since the virtual assistant went live, and it takes Aglae no more than 15 minutes to close a conversation and pre-qualify the best candidate, compared with 30 days in classic employment agencies, and an average of five days for other temporary work agencies.","https://www.microsoft.com/en/customers/story/20838-gojob-azure-open-ai-service",{"kpi":48,"value":343,"unit":344,"qualifier":345,"baseline":346,"claimant":339,"quote":340,"sourceUrl":341},15,"minutes","up-to","an average of five days at other temporary work agencies (an industry comparison, not Gojob's own before)",[348],{"url":341,"title":349,"publisher":350,"archivedUrl":351},"Gojob augments recruiters with Azure OpenAI Service","Microsoft Customer Stories","https://web.archive.org/web/20250325212111/https://www.microsoft.com/en/customers/story/20838-gojob-azure-open-ai-service",{"level":262,"checkedAt":263},"C","gojob-aglae-candidate-prequalification",{"title":356,"useCases":357,"organization":359,"vendors":361,"summary":363,"stage":246,"year":277,"channels":364,"languages":366,"metrics":367,"outcomeDisclosed":236,"sources":368,"verification":372,"grade":353,"id":373,"organizationSlug":291},"Trace3: Microsoft Copilot for first pass resume assessment and meeting highlights",[229,358],"meeting-summarization-and-action-items",{"name":360,"anonymized":236,"country":237,"region":186,"industry":22},"Trace3",[362],{"name":328,"role":275},"At technology consultancy Trace3, HR managers use Microsoft Copilot for an initial assessment of resumes, so they review submissions faster and respond to applicants within a couple of days instead of the several weeks it could take before. Its practice director for Azure uses it for highlights of Teams meetings and long email chains and for first drafts; colleagues use it for a broad range of tasks. The outcome is described qualitatively, with no measured figure.",[365,249],"microsoft-teams",[251],[],[369],{"url":370,"title":371,"publisher":350},"https://www.microsoft.com/en/customers/story/1790119689031635867-trace3-microsoft-365-professional-services-en-united-states","Trace3 expands the realm of clients' possibilities with Windows 11 Pro and Microsoft Copilot",{"level":262,"checkedAt":263},"trace3-microsoft-copilot-recruiting-and-meetings",0,[376,382,387],{"kpi":50,"label":377,"unit":306,"aggregate":311,"higherIsBetter":311,"n":378,"nUpTo":374,"median":305,"min":305,"max":305,"byClaimant":379,"vendorOnly":236,"points":380},"Cycle time reduction",1,{"organization":378,"vendor":374,"regulator":374,"independent":374},[381],{"evidenceId":318,"organization":296,"value":305,"qualifier":307,"claimant":308,"grade":264,"pooled":311},{"kpi":49,"label":383,"unit":336,"aggregate":236,"higherIsBetter":311,"n":378,"nUpTo":374,"median":335,"min":335,"max":335,"byClaimant":384,"vendorOnly":311,"points":385},"Interactions handled",{"organization":374,"vendor":378,"regulator":374,"independent":374},[386],{"evidenceId":354,"organization":324,"value":335,"qualifier":337,"claimant":339,"grade":353,"pooled":311},{"kpi":48,"label":388,"unit":344,"aggregate":236,"higherIsBetter":236,"n":374,"nUpTo":378,"median":291,"min":291,"max":291,"byClaimant":389,"vendorOnly":236,"points":390},"Cycle time",{"organization":374,"vendor":374,"regulator":374,"independent":374},[391],{"evidenceId":354,"organization":324,"value":343,"qualifier":345,"claimant":339,"grade":353,"pooled":236},{"low":393,"high":394},140000,840000,[396,413,433,454],{"slug":221,"title":397,"shortTitle":398,"definition":399,"status":9,"industries":400,"functions":402,"patterns":404,"audience":406,"autonomy":407,"adoptionStage":38,"evidenceCount":65,"publicEvidenceCount":408,"organizations":409,"bestGrade":264,"headline":291,"lastVerified":225,"indexable":311},"AI assistant for employee onboarding","Employee onboarding assistant","An assistant that guides each new employee from signed contract through the first months: it answers first week questions in plain language, tracks the personal onboarding checklist, triggers the paperwork, equipment, access and training steps in the systems that own them, and keeps the manager and HR informed of what is still open.",[19,20,22,401],"healthcare",[24,403],"knowledge-management",[26,405,29],"rag-knowledge-assistant","employee-facing","supervised-agent",3,[410,411,412],"American Addiction Centers","KPMG","U.S. Department of Agriculture",{"slug":222,"title":414,"shortTitle":415,"definition":416,"status":9,"industries":417,"functions":420,"patterns":421,"audience":406,"autonomy":407,"adoptionStage":38,"evidenceCount":422,"publicEvidenceCount":65,"organizations":423,"bestGrade":264,"headline":428,"lastVerified":225,"indexable":311},"AI assistant for HR and policy questions","HR and policy assistant","An employee self service assistant that answers questions on leave, pay and tax forms, benefits, expenses, travel and conduct policies from the organization's own HR documents, personalized to the employee's country and role, and starts simple HR transactions such as leave requests or employment letters in the HR system.",[19,418,419,401],"banking","technology",[24,403],[405,26,29],5,[424,425,426,427],"Bank of America","IBM","Turing","Vituity",{"kpi":429,"label":430,"unit":306,"n":64,"nUpTo":374,"kind":431,"value":432,"qualifier":337,"claimant":308,"organization":425,"vendorReported":236},"employee-adoption","Employee adoption","reported",99,{"slug":223,"title":434,"shortTitle":435,"definition":436,"status":9,"industries":437,"functions":440,"patterns":443,"audience":406,"autonomy":446,"adoptionStage":38,"evidenceCount":408,"publicEvidenceCount":408,"organizations":447,"bestGrade":264,"headline":450,"lastVerified":263,"indexable":311},"AI roleplay training for customer conversations","Conversation roleplay training","A training simulator in which generative AI plays a realistic customer, by voice or text, so service, sales and crisis staff can rehearse difficult conversations as often as they need before they handle live ones, and receive structured feedback against the organization's own standards.",[19,418,438,439,20,401],"insurance","telecommunications",[24,441,442],"customer-service","sales",[26,444,445],"voice-agent","content-generation","assist",[424,448,449],"GoHealth","U.S. Department of Veterans Affairs",{"kpi":451,"label":452,"unit":306,"n":378,"nUpTo":374,"kind":431,"value":453,"qualifier":337,"claimant":339,"organization":448,"vendorReported":311},"conversion-rate-uplift","Conversion uplift",21,{"slug":224,"title":455,"shortTitle":456,"definition":457,"status":9,"industries":458,"functions":459,"patterns":461,"audience":36,"autonomy":407,"adoptionStage":38,"evidenceCount":422,"publicEvidenceCount":65,"organizations":462,"bestGrade":264,"headline":291,"lastVerified":263,"indexable":311},"AI agent for outbound reminders and confirmations by voice and messaging","Outbound reminders and confirmations","An AI agent that contacts customers about something they already booked or ordered (an appointment, a delivery, a reservation or a service visit) to remind them, confirm attendance and let them cancel or move it in the same conversation, by phone, SMS, WhatsApp or email. It is operational service outreach, not marketing: nothing is sold, and success is measured in kept appointments and reused slots, not in conversion.",[19,401,20],[441,460],"operations",[444,26,29,28],[463,464,449,465],"Sheffield Children's NHS Foundation Trust","University Hospitals Coventry and Warwickshire NHS Trust","WellSpan Health",{"indexable":311,"reasons":467},[],[469,474,479,485,491,497,503,510,518,525,532,538,545,551,557,562,569,575,581,587,593,599,605,610,615,622,629,634,640,647,653,659,665,670],{"id":152,"label":470,"issuer":161,"region":162,"url":471,"description":472,"useCases":473,"indexable":311},"EU AI Act","https://eur-lex.europa.eu/eli/reg/2024/1689/oj","Regulation (EU) 2024/1689: risk based rules for AI systems, with obligations for high risk systems listed in Annex III and transparency duties under Article 50.",197,{"id":153,"label":475,"issuer":161,"region":162,"url":476,"description":477,"useCases":478,"indexable":311},"GDPR","https://eur-lex.europa.eu/eli/reg/2016/679/oj","General Data Protection Regulation, including Article 22 on decisions based solely on automated processing.",180,{"id":155,"label":480,"issuer":481,"region":297,"url":482,"description":483,"useCases":484,"indexable":311},"ISO/IEC 42001","ISO and IEC","https://www.iso.org/standard/81230.html","The international management system standard for AI.",110,{"id":156,"label":486,"issuer":487,"region":186,"url":488,"description":489,"useCases":490,"indexable":311},"NIST AI Risk Management Framework","NIST","https://www.nist.gov/itl/ai-risk-management-framework","Voluntary US framework to map, measure, manage and govern AI risk, with a generative AI profile.",83,{"id":492,"label":493,"issuer":161,"region":162,"url":494,"description":495,"useCases":496,"indexable":311},"dora","DORA","https://eur-lex.europa.eu/eli/reg/2022/2554/oj","Digital Operational Resilience Act for financial entities: ICT risk, incident reporting and third party risk, including AI providers.",66,{"id":154,"label":498,"issuer":499,"region":162,"url":500,"description":501,"useCases":502,"indexable":311},"UK GDPR","Information Commissioner's Office","https://ico.org.uk/for-organisations/uk-gdpr-guidance-and-resources/","The UK's version of the GDPR, including rules on solely automated decisions.",64,{"id":504,"label":505,"issuer":506,"region":162,"url":507,"description":508,"useCases":509,"indexable":311},"uk-consumer-duty","FCA Consumer Duty","Financial Conduct Authority","https://www.fca.org.uk/firms/consumer-duty","UK rules that require firms to deliver good outcomes for retail customers, including through automated channels.",47,{"id":511,"label":512,"issuer":513,"region":514,"url":515,"description":516,"useCases":517,"indexable":311},"mas-ai-risk-management","MAS AI risk management guidelines","Monetary Authority of Singapore","asia-pacific","https://www.mas.gov.sg/news/media-releases/2025/mas-guidelines-for-artificial-intelligence-risk-management","Singapore's supervisory expectations for AI risk management at financial institutions, building on the FEAT principles.",36,{"id":519,"label":520,"issuer":521,"region":514,"url":522,"description":523,"useCases":524,"indexable":311},"apra-cps-230","APRA CPS 230","Australian Prudential Regulation Authority","https://www.apra.gov.au/operational-risk-management","Australian operational risk standard covering critical operations and material service providers.",25,{"id":526,"label":527,"issuer":528,"region":297,"url":529,"description":530,"useCases":531,"indexable":311},"pci-dss","PCI DSS","PCI Security Standards Council","https://www.pcisecuritystandards.org/","Security standard for any system that stores, processes or transmits cardholder data.",20,{"id":533,"label":534,"issuer":535,"region":186,"url":536,"description":537,"useCases":531,"indexable":311},"us-sr-11-7","SR 11-7 model risk management","Federal Reserve and OCC","https://www.federalreserve.gov/boarddocs/srletters/2011/sr1107.htm","US supervisory guidance on model risk management, applied by banks to AI and machine learning models.",{"id":539,"label":540,"issuer":541,"region":162,"url":542,"description":543,"useCases":544,"indexable":311},"uk-atrs","UK Algorithmic Transparency Recording Standard","UK Government","https://www.gov.uk/government/collections/algorithmic-transparency-recording-standard-hub","Mandatory transparency records for algorithmic tools used by UK central government.",16,{"id":546,"label":547,"issuer":548,"region":297,"url":549,"description":550,"useCases":343,"indexable":311},"fatf-recommendations","FATF Recommendations","Financial Action Task Force","https://www.fatf-gafi.org/en/publications/Fatfrecommendations/Fatf-recommendations.html","Global standards for anti money laundering and counter terrorist financing that national rules implement.",{"id":552,"label":553,"issuer":161,"region":162,"url":554,"description":555,"useCases":556,"indexable":311},"eu-amlr","EU Anti Money Laundering Regulation","https://eur-lex.europa.eu/eli/reg/2024/1624/oj","Regulation (EU) 2024/1624: the single EU rulebook for customer due diligence, beneficial ownership and suspicious transaction reporting.",14,{"id":558,"label":559,"issuer":161,"region":162,"url":560,"description":561,"useCases":556,"indexable":311},"nis2","NIS2 Directive","https://eur-lex.europa.eu/eli/dir/2022/2555/oj","Directive (EU) 2022/2555 on cybersecurity for essential and important entities, including telecom networks, energy and public administration.",{"id":563,"label":564,"issuer":565,"region":186,"url":566,"description":567,"useCases":568,"indexable":311},"us-bsa","Bank Secrecy Act","FinCEN","https://www.fincen.gov/resources/statutes-and-regulations/bank-secrecy-act","US anti money laundering law: customer due diligence, suspicious activity reports and record keeping.",13,{"id":570,"label":571,"issuer":161,"region":162,"url":572,"description":573,"useCases":574,"indexable":311},"eu-accessibility-act","European Accessibility Act","https://eur-lex.europa.eu/eli/dir/2019/882/oj","Directive (EU) 2019/882: accessibility requirements for banking services, ecommerce and other digital services, applicable since June 2025.",12,{"id":576,"label":577,"issuer":578,"region":186,"url":579,"description":580,"useCases":574,"indexable":311},"hipaa","HIPAA","US Department of Health and Human Services","https://www.hhs.gov/hipaa/index.html","US rules for the privacy and security of protected health information.",{"id":582,"label":583,"issuer":584,"region":297,"url":585,"description":586,"useCases":574,"indexable":311},"telecom-consumer-rules","Telecom consumer protection rules","National telecom regulators","https://www.berec.europa.eu/","National rules on telecom contracts, switching, billing disputes and marketing consent.",{"id":588,"label":589,"issuer":161,"region":162,"url":590,"description":591,"useCases":592,"indexable":311},"eecc","European Electronic Communications Code","https://eur-lex.europa.eu/eli/dir/2018/1972/oj","Directive (EU) 2018/1972: consumer protection, contract, switching and security rules for telecom operators.",11,{"id":594,"label":595,"issuer":596,"region":186,"url":597,"description":598,"useCases":592,"indexable":311},"us-tcpa","Telephone Consumer Protection Act","Federal Communications Commission","https://www.fcc.gov/consumers/guides/stop-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.",{"id":600,"label":601,"issuer":513,"region":514,"url":602,"description":603,"useCases":604,"indexable":311},"mas-notice-626","MAS Notice 626","https://www.mas.gov.sg/regulation/notices/notice-626","Singapore's anti money laundering and counter terrorism financing requirements for banks.",10,{"id":606,"label":607,"issuer":161,"region":162,"url":608,"description":609,"useCases":604,"indexable":311},"mifid-ii","MiFID II","https://eur-lex.europa.eu/eli/dir/2014/65/oj","Directive 2014/65/EU on markets in financial instruments: suitability and appropriateness of advice, record keeping and product governance.",{"id":611,"label":612,"issuer":161,"region":162,"url":613,"description":614,"useCases":604,"indexable":311},"eu-psd2","PSD2","https://eur-lex.europa.eu/eli/dir/2015/2366/oj","Payment Services Directive 2: strong customer authentication, transaction risk analysis exemptions and open banking access.",{"id":616,"label":617,"issuer":618,"region":162,"url":619,"description":620,"useCases":621,"indexable":311},"eba-loan-origination","EBA Guidelines on loan origination and monitoring","European Banking Authority","https://www.eba.europa.eu/regulation-and-policy/credit-risk/guidelines-on-loan-origination-and-monitoring","Expectations for credit decisioning, including the use of automated models.",9,{"id":623,"label":624,"issuer":625,"region":186,"url":626,"description":627,"useCases":628,"indexable":311},"us-ecoa-reg-b","ECOA and Regulation B","Consumer Financial Protection Bureau","https://www.consumerfinance.gov/rules-policy/regulations/1002/9/","US fair lending rules, including specific reasons in adverse action notices, which also apply when credit decisions use AI models.",8,{"id":630,"label":631,"issuer":161,"region":162,"url":632,"description":633,"useCases":628,"indexable":311},"solvency-ii","Solvency II","https://eur-lex.europa.eu/eli/dir/2009/138/oj","Directive 2009/138/EC: risk based capital, governance and model requirements for insurers.",{"id":635,"label":636,"issuer":161,"region":162,"url":637,"description":638,"useCases":639,"indexable":311},"eu-idd","Insurance Distribution Directive","https://eur-lex.europa.eu/eli/dir/2016/97/oj","Directive (EU) 2016/97: conduct rules for selling insurance, including demands and needs testing and advice.",6,{"id":641,"label":642,"issuer":643,"region":644,"url":645,"description":646,"useCases":422,"indexable":311},"cbuae-ai-guidance","CBUAE guidance on AI and ML","Central Bank of the UAE","middle-east","https://www.centralbank.ae/","UAE central bank expectations for the enabling technologies, AI and machine learning used by licensed financial institutions.",{"id":648,"label":649,"issuer":650,"region":162,"url":651,"description":652,"useCases":65,"indexable":311},"pra-ss1-23","PRA SS1/23 model risk management","Prudential Regulation Authority","https://www.bankofengland.co.uk/prudential-regulation/publication/2023/may/model-risk-management-principles-for-banks-ss","UK model risk management principles for banks, covering AI and machine learning models.",{"id":654,"label":655,"issuer":656,"region":162,"url":657,"description":658,"useCases":65,"indexable":311},"uk-psr-app-reimbursement","UK APP scam reimbursement rules","Payment Systems Regulator","https://www.psr.org.uk/our-work/app-scams/","Mandatory reimbursement of authorised push payment scam victims by UK payment firms, which shifts scam losses onto banks.",{"id":660,"label":661,"issuer":662,"region":514,"url":663,"description":664,"useCases":408,"indexable":311},"au-scams-prevention-framework","Australian Scams Prevention Framework","Australian Treasury","https://treasury.gov.au/consultation/c2024-573813","Economy wide obligations for banks, telcos and digital platforms to prevent, detect, disrupt and respond to scams.",{"id":666,"label":667,"issuer":161,"region":162,"url":668,"description":669,"useCases":408,"indexable":311},"eu-mar","EU Market Abuse Regulation","https://eur-lex.europa.eu/eli/reg/2014/596/oj","Regulation (EU) 596/2014: insider dealing and market manipulation, including the duty to detect and report suspicious orders and transactions.",{"id":671,"label":672,"issuer":673,"region":186,"url":674,"description":675,"useCases":408,"indexable":311},"us-fcra","Fair Credit Reporting Act","Federal Trade Commission","https://www.ftc.gov/legal-library/browse/statutes/fair-credit-reporting-act","US rules on consumer reports, their accuracy and permissible use, relevant to credit scoring and screening.",1790598301293]