In light of the recent declaratory ruling issued by the Federal Communications Commission (FCC) on February 8, 2024, regarding artificial intelligence (AI) voice calling technologies, I wanted to provide you with a concise overview of how these changes impact the use of AI voice in our operations. This ruling emphasizes the importance of consumer protection against unwanted calls and texts, bringing AI voice calls under the purview of the Telephone Consumer Protection Act (TCPA).

Key Takeaways from the FCC Ruling:

• Prior Express Consent is Required: Any call made using AI-generated voice technology to residential lines must have prior express consent from the recipient. This includes calls that simulate human voices or use prerecorded messages.
• Telemarketing Calls: If the AI voice call includes advertisements or constitutes telemarketing, the caller must obtain prior express written consent from the called party.
• Identification and Opt-out: All AI voice calls must clearly state the identity of the entity initiating the call at the beginning of the message. Additionally, telemarketing calls must provide a clear opt-out mechanism for recipients.

Restrictions:

• Prohibited Uses Without Consent: AI voice calls cannot be used for cold calling or unsolicited advertising to residential phone numbers without explicit prior consent.
• Business Lines: While the TCPA’s focus is on consumer protection, caution is advised when using AI voice technology to contact business lines, especially for unsolicited telemarketing, to ensure compliance with any applicable laws and industry best practices.

Compliant Use Cases:

To leverage AI voice technology effectively while remaining compliant with the new ruling, consider the following use cases:

1. Lead Follow-up: Use AI voice calls to follow up with leads who have provided consent to be contacted. Personalize the message to make the interaction as engaging as a real conversation.
2. Appointment Reminders: Send personalized reminders for appointments or events to individuals who have opted into receiving such calls, enhancing customer service and reducing no-shows.
3. Customer Surveys: With consent, use AI voice technology to conduct customer satisfaction surveys. This can provide valuable feedback while maintaining a personal touch.
4. Service Notifications: Notify clients of service updates, outages, or renewals they have previously agreed to receive communications about, ensuring they are informed and engaged.
5. Opt-in Marketing Campaigns: For clients who have expressed interest and given written consent, AI voice can be used for informing them about special offers, product updates, or exclusive events, adding a personalized touch to your marketing efforts.

Our goal is to ensure that your use of AI voice technology not only complies with current regulations but also enhances your customer engagement strategies effectively. Should you have any questions or need further clarification on implementing these practices, please don’t hesitate to reach out.