{
 "name": "Rules on contact center AI and monitoring records",
 "title": "Rules on contact center AI and monitoring records",
 "kind": "terms-board",
 "url": "https://sellcontactcenterdatatoai.com/datasets/contact-center-ai-and-monitoring-law/",
 "csv": "https://sellcontactcenterdatatoai.com/datasets/contact-center-ai-and-monitoring-law.csv",
 "markdown": "https://sellcontactcenterdatatoai.com/datasets/contact-center-ai-and-monitoring-law/index.md",
 "computed_at": "2026-10-28",
 "license": "https://sellcontactcenterdatatoai.com/terms",
 "headline": "5 rules that sit on a contact center's AI and monitoring records, read 28 October 2026.",
 "quotes": [
  "5 rules that sit on a contact center's AI and monitoring records, read 28 October 2026.",
  "Which record it touches, by rule: monitoring of employees calls, email or internet use 2 of 5, customer financial information handled by a service provider 1 of 5, customer health information handled by a business associate 1 of 5, emotion or sentiment readings of workers 1 of 5 (5 rules, read 28 October 2026).",
  "What it does, by rule: requires notice to the people concerned 2 of 5, bans the practice 1 of 5, requires a written contract with the provider 1 of 5, requires safeguards and oversight 1 of 5 (5 rules, read 28 October 2026).",
  "Where it applies, by rule: not stated 2 of 5, Connecticut 1 of 5, Delaware 1 of 5, the European Union 1 of 5 (5 rules, read 28 October 2026).",
  "The rule, in its words, by rule: stated 5 of 5 (5 rules, read 28 October 2026)."
 ],
 "citation": "\"Rules on contact center AI and monitoring records\", updated 2026-10-28, https://sellcontactcenterdatatoai.com/datasets/contact-center-ai-and-monitoring-law/.",
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 },
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     "customer-health": 1,
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     "emotion-scores": 1
    },
    "values": [
     {
      "value": "emotion-scores",
      "text": "emotion or sentiment readings of workers"
     },
     {
      "value": "monitoring-logs",
      "text": "monitoring of employees calls, email or internet use"
     },
     {
      "value": "customer-financial",
      "text": "customer financial information handled by a service provider"
     },
     {
      "value": "customer-health",
      "text": "customer health information handled by a business associate"
     },
     {
      "value": "ai-interactions",
      "text": "people talking to an AI system"
     }
    ]
   },
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    "id": "effect",
    "label": "What it does",
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     "safeguards": 1,
     "contract": 1,
     "notice": 2,
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    },
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     {
      "value": "bans",
      "text": "bans the practice"
     },
     {
      "value": "notice",
      "text": "requires notice to the people concerned"
     },
     {
      "value": "contract",
      "text": "requires a written contract with the provider"
     },
     {
      "value": "safeguards",
      "text": "requires safeguards and oversight"
     }
    ]
   },
   {
    "id": "applies_in",
    "label": "Where it applies",
    "counts": {
     "not-stated": 2,
     "connecticut": 1,
     "delaware": 1,
     "eu": 1
    },
    "values": [
     {
      "value": "eu",
      "text": "the European Union"
     },
     {
      "value": "new-york",
      "text": "New York"
     },
     {
      "value": "connecticut",
      "text": "Connecticut"
     },
     {
      "value": "us-federal",
      "text": "the United States, federally"
     },
     {
      "value": "delaware",
      "text": "Delaware"
     }
    ]
   },
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    "id": "clause",
    "label": "The rule, in its words",
    "counts": {
     "stated": 5
    },
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     {
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   }
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   "type": "count",
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   "label": "Rules on the register"
  },
  "vendors": [
   {
    "name": "16 CFR Part 314 (GLBA Safeguards Rule)",
    "answers": {
     "record": {
      "value": "customer-financial",
      "text": "customer financial information handled by a service provider",
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       {
        "document": "16 CFR Part 314",
        "url": "https://www.ecfr.gov/current/title-16/chapter-I/subchapter-C/part-314",
        "value": "customer-financial",
        "quote": "Taking reasonable steps to select and retain service providers that are capable of maintaining appropriate safeguards for the customer information at issue"
       }
      ]
     },
     "effect": {
      "value": "safeguards",
      "text": "requires safeguards and oversight",
      "documents": [
       {
        "document": "16 CFR Part 314",
        "url": "https://www.ecfr.gov/current/title-16/chapter-I/subchapter-C/part-314",
        "value": "safeguards",
        "quote": "Requiring your service providers by contract to implement and maintain such safeguards"
       }
      ]
     },
     "applies_in": {
      "value": "not-stated",
      "text": "not stated",
      "documents": [
       {
        "document": "16 CFR Part 314",
        "url": "https://www.ecfr.gov/current/title-16/chapter-I/subchapter-C/part-314",
        "value": "not-stated",
        "quote": ""
       }
      ]
     },
     "clause": {
      "value": "stated",
      "text": "Periodically assessing your service providers based on the risk they present and the…",
      "documents": [
       {
        "document": "16 CFR Part 314",
        "url": "https://www.ecfr.gov/current/title-16/chapter-I/subchapter-C/part-314",
        "value": "stated",
        "quote": "Periodically assessing your service providers based on the risk they present and the continued adequacy of their safeguards."
       }
      ]
     }
    }
   },
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    "name": "45 CFR 164.504 (HIPAA business associates)",
    "answers": {
     "record": {
      "value": "customer-health",
      "text": "customer health information handled by a business associate",
      "documents": [
       {
        "document": "45 CFR 164.504",
        "url": "https://www.ecfr.gov/current/title-45/subtitle-A/subchapter-C/part-164/subpart-E/section-164.504",
        "value": "customer-health",
        "quote": "A contract between the covered entity and a business associate must: (i) Establish the permitted and required uses and disclosures of protected health information by the business associate."
       }
      ]
     },
     "effect": {
      "value": "contract",
      "text": "requires a written contract with the provider",
      "documents": [
       {
        "document": "45 CFR 164.504",
        "url": "https://www.ecfr.gov/current/title-45/subtitle-A/subchapter-C/part-164/subpart-E/section-164.504",
        "value": "contract",
        "quote": "The contract may not authorize the business associate to use or further disclose the information in a manner that would violate the requirements of this subpart"
       }
      ]
     },
     "applies_in": {
      "value": "not-stated",
      "text": "not stated",
      "documents": [
       {
        "document": "45 CFR 164.504",
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     "clause": {
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       {
        "document": "45 CFR 164.504",
        "url": "https://www.ecfr.gov/current/title-45/subtitle-A/subchapter-C/part-164/subpart-E/section-164.504",
        "value": "stated",
        "quote": "Establish the permitted and required uses and disclosures of protected health information by the business associate."
       }
      ]
     }
    }
   },
   {
    "name": "Connecticut General Statutes 31-48d",
    "answers": {
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      "documents": [
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        "document": "General Statutes chapter 557, section 31-48d",
        "url": "https://www.cga.ct.gov/current/pub/chap_557.htm",
        "value": "monitoring-logs",
        "quote": "Employers engaged in electronic monitoring required to give prior notice to employees."
       }
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     "effect": {
      "value": "notice",
      "text": "requires notice to the people concerned",
      "documents": [
       {
        "document": "General Statutes chapter 557, section 31-48d",
        "url": "https://www.cga.ct.gov/current/pub/chap_557.htm",
        "value": "notice",
        "quote": "each employer who engages in any type of electronic monitoring shall give prior written notice to all employees who may be affected, informing them of the types of monitoring which may occur"
       }
      ]
     },
     "applies_in": {
      "value": "connecticut",
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      "documents": [
       {
        "document": "General Statutes chapter 557, section 31-48d",
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        "value": "connecticut",
        "quote": "including the state and any political subdivision of the state which has employees"
       }
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     },
     "clause": {
      "value": "stated",
      "text": "Each employer shall post, in a conspicuous place which is readily available for viewing…",
      "documents": [
       {
        "document": "General Statutes chapter 557, section 31-48d",
        "url": "https://www.cga.ct.gov/current/pub/chap_557.htm",
        "value": "stated",
        "quote": "Each employer shall post, in a conspicuous place which is readily available for viewing by its employees, a notice concerning the types of electronic monitoring which the employer may engage in."
       }
      ]
     }
    }
   },
   {
    "name": "Delaware Code title 19, section 705",
    "answers": {
     "record": {
      "value": "monitoring-logs",
      "text": "monitoring of employees calls, email or internet use",
      "documents": [
       {
        "document": "Delaware Code title 19, chapter 7, subchapter I",
        "url": "https://delcode.delaware.gov/title19/c007/sc01/index.html",
        "value": "monitoring-logs",
        "quote": "shall monitor or otherwise intercept any telephone conversation or transmission, electronic mail or transmission, or Internet access or usage of or by a Delaware employee"
       }
      ]
     },
     "effect": {
      "value": "notice",
      "text": "requires notice to the people concerned",
      "documents": [
       {
        "document": "Delaware Code title 19, chapter 7, subchapter I",
        "url": "https://delcode.delaware.gov/title19/c007/sc01/index.html",
        "value": "notice",
        "quote": "Has first given a 1-time notice to the employee of such monitoring or intercepting activity or policies."
       }
      ]
     },
     "applies_in": {
      "value": "delaware",
      "text": "Delaware",
      "documents": [
       {
        "document": "Delaware Code title 19, chapter 7, subchapter I",
        "url": "https://delcode.delaware.gov/title19/c007/sc01/index.html",
        "value": "delaware",
        "quote": "with a place of business in Delaware and the State of Delaware or any agency or political subdivision thereof"
       }
      ]
     },
     "clause": {
      "value": "stated",
      "text": "Whoever violates this section shall be subject to a civil penalty of $100 for each such…",
      "documents": [
       {
        "document": "Delaware Code title 19, chapter 7, subchapter I",
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        "value": "stated",
        "quote": "Whoever violates this section shall be subject to a civil penalty of $100 for each such violation."
       }
      ]
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   },
   {
    "name": "EU AI Act (Regulation 2024/1689)",
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        "value": "emotion-scores",
        "quote": "the use of AI systems to infer emotions of a natural person in the areas of workplace and education institutions, except where the use of the AI system is intended to be put in place or into the market for medical or safety reasons"
       }
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        "value": "bans",
        "quote": "the placing on the market, the putting into service for this specific purpose, or the use of AI systems to infer emotions of a natural person in the areas of workplace and education institutions"
       }
      ]
     },
     "applies_in": {
      "value": "eu",
      "text": "the European Union",
      "documents": [
       {
        "document": "Regulation (EU) 2024/1689, Official Journal text",
        "url": "https://eur-lex.europa.eu/legal-content/EN/TXT/HTML/?uri=CELEX:32024R1689",
        "value": "eu",
        "quote": "in accordance with the rules and procedures laid down in Union and national law"
       }
      ]
     },
     "clause": {
      "value": "stated",
      "text": "Before putting into service or using a high-risk AI system at the workplace, deployers…",
      "documents": [
       {
        "document": "Regulation (EU) 2024/1689, Official Journal text",
        "url": "https://eur-lex.europa.eu/legal-content/EN/TXT/HTML/?uri=CELEX:32024R1689",
        "value": "stated",
        "quote": "Before putting into service or using a high-risk AI system at the workplace, deployers who are employers shall inform workers’ representatives and the affected workers that they will be subject to the use of the high-risk AI system."
       }
      ]
     }
    }
   }
  ]
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   "document": "Delaware Code title 19, chapter 7, subchapter I",
   "question": "clause",
   "answer": "stated",
   "answer_text": "Whoever violates this section shall be subject to a civil penalty of $100 for each such…",
   "status": "stated",
   "retrieved_at": "2026-10-28",
   "quote": "Whoever violates this section shall be subject to a civil penalty of $100 for each such violation.",
   "text_sha256": "d0bfe35dae8779e9db9be44659e027ae64934431a20ee4295413f0784a49d9b0"
  },
  {
   "subject": "EU AI Act (Regulation 2024/1689)",
   "url": "https://eur-lex.europa.eu/legal-content/EN/TXT/HTML/?uri=CELEX:32024R1689",
   "document": "Regulation (EU) 2024/1689, Official Journal text",
   "question": "record",
   "answer": "emotion-scores",
   "answer_text": "emotion or sentiment readings of workers",
   "status": "stated",
   "retrieved_at": "2026-10-28",
   "quote": "the use of AI systems to infer emotions of a natural person in the areas of workplace and education institutions, except where the use of the AI system is intended to be put in place or into the market for medical or safety reasons",
   "text_sha256": "90250b7b32dec892822f4a2ccdc7c8de3f4294a2233a46ae0e4fc46641a0a83f"
  },
  {
   "subject": "EU AI Act (Regulation 2024/1689)",
   "url": "https://eur-lex.europa.eu/legal-content/EN/TXT/HTML/?uri=CELEX:32024R1689",
   "document": "Regulation (EU) 2024/1689, Official Journal text",
   "question": "effect",
   "answer": "bans",
   "answer_text": "bans the practice",
   "status": "stated",
   "retrieved_at": "2026-10-28",
   "quote": "the placing on the market, the putting into service for this specific purpose, or the use of AI systems to infer emotions of a natural person in the areas of workplace and education institutions",
   "text_sha256": "90250b7b32dec892822f4a2ccdc7c8de3f4294a2233a46ae0e4fc46641a0a83f"
  },
  {
   "subject": "EU AI Act (Regulation 2024/1689)",
   "url": "https://eur-lex.europa.eu/legal-content/EN/TXT/HTML/?uri=CELEX:32024R1689",
   "document": "Regulation (EU) 2024/1689, Official Journal text",
   "question": "applies_in",
   "answer": "eu",
   "answer_text": "the European Union",
   "status": "stated",
   "retrieved_at": "2026-10-28",
   "quote": "in accordance with the rules and procedures laid down in Union and national law",
   "text_sha256": "90250b7b32dec892822f4a2ccdc7c8de3f4294a2233a46ae0e4fc46641a0a83f"
  },
  {
   "subject": "EU AI Act (Regulation 2024/1689)",
   "url": "https://eur-lex.europa.eu/legal-content/EN/TXT/HTML/?uri=CELEX:32024R1689",
   "document": "Regulation (EU) 2024/1689, Official Journal text",
   "question": "clause",
   "answer": "stated",
   "answer_text": "Before putting into service or using a high-risk AI system at the workplace, deployers…",
   "status": "stated",
   "retrieved_at": "2026-10-28",
   "quote": "Before putting into service or using a high-risk AI system at the workplace, deployers who are employers shall inform workers’ representatives and the affected workers that they will be subject to the use of the high-risk AI system.",
   "text_sha256": "90250b7b32dec892822f4a2ccdc7c8de3f4294a2233a46ae0e4fc46641a0a83f"
  }
 ],
 "sources": [
  {
   "url": "https://eur-lex.europa.eu/eli/reg/2024/1689/oj/eng",
   "label": "Regulation (EU) 2024/1689, the AI Act (Article 5(1)(f) emotion recognition at work, Article 26 deployers, Article 50 transparency)",
   "license": "quoted for comment from the publisher's own the EU AI Act, US state employee-monitoring statutes and federal service-provider rules",
   "class": "primary-government",
   "status": "not-terms",
   "why": "the box's stored read of this address is an EUR-Lex Official Journal index in several languages, not the text of Regulation 2024/1689; no article could be quoted from it"
  },
  {
   "url": "https://www.nysenate.gov/legislation/laws/CVR/52-C",
   "label": "New York Civil Rights Law 52-C (notice of electronic monitoring of employees)",
   "license": "quoted for comment from the publisher's own the EU AI Act, US state employee-monitoring statutes and federal service-provider rules",
   "class": "primary-government",
   "status": "not-terms",
   "why": "the stored read shows the other section numbered 52-C (sexually explicit depictions); the electronic-monitoring section is not in its text"
  },
  {
   "url": "https://www.cga.ct.gov/current/pub/chap_557.htm",
   "label": "Connecticut General Statutes chapter 557 (31-48d, electronic monitoring of employees)",
   "license": "quoted for comment from the publisher's own the EU AI Act, US state employee-monitoring statutes and federal service-provider rules",
   "class": "primary-government",
   "status": "read"
  },
  {
   "url": "https://www.ecfr.gov/current/title-16/chapter-I/subchapter-C/part-314",
   "label": "16 CFR Part 314 (GLBA Safeguards Rule: overseeing service providers)",
   "license": "quoted for comment from the publisher's own the EU AI Act, US state employee-monitoring statutes and federal service-provider rules",
   "class": "primary-government",
   "status": "read"
  },
  {
   "url": "https://www.ecfr.gov/current/title-45/subtitle-A/subchapter-C/part-164/subpart-E/section-164.504",
   "label": "45 CFR 164.504 (HIPAA business associate contracts)",
   "license": "quoted for comment from the publisher's own the EU AI Act, US state employee-monitoring statutes and federal service-provider rules",
   "class": "primary-government",
   "status": "read"
  },
  {
   "url": "https://artificialintelligenceact.eu/article/5/",
   "label": "AI Act Explorer, Article 5 prohibited practices",
   "license": "quoted for comment from the publisher's own the EU AI Act, US state employee-monitoring statutes and federal service-provider rules",
   "class": "secondary",
   "status": "not-terms",
   "why": "a secondary navigation site for the AI Act, admitted for navigation only; the Act's text was not in the box's EUR-Lex read"
  },
  {
   "url": "https://eur-lex.europa.eu/legal-content/EN/TXT/HTML/?uri=CELEX:32024R1689",
   "label": "Regulation (EU) 2024/1689, the AI Act, full text (Article 5(1)(f), Article 26, Article 50)",
   "license": "quoted for comment from the publisher's own the EU AI Act, US state employee-monitoring statutes and federal service-provider rules",
   "class": "primary-government",
   "status": "read"
  },
  {
   "url": "https://delcode.delaware.gov/title19/c007/sc01/index.html",
   "label": "Delaware Code title 19, chapter 7, subchapter I (section 705, notice of monitoring of employees)",
   "license": "quoted for comment from the publisher's own the EU AI Act, US state employee-monitoring statutes and federal service-provider rules",
   "class": "primary-government",
   "status": "read"
  }
 ],
 "methodology": "Each rule's own the EU AI Act, US state employee-monitoring statutes and federal service-provider rules were read through estate-fetch and stored whole (sha256 on every row). For every statute or regulation page, four questions were answered from its own words: which record it touches, what it does, where it applies, the rule, in its words. Every stated answer carries the sentence it rests on, checked against the stored text; 'not stated' means the statute or regulation page read does not address the question. A rule with several statute and regulation pages reads 'varies' where they disagree. 5 rules, 5 statute and regulation pages.",
 "embed": "<figure style=\"margin:0;padding:16px;border:1px solid #d0d0d0;background:#ffffff\"><blockquote style=\"margin:0 0 8px;background:#ffffff\">5 rules that sit on a contact center's AI and monitoring records, read 28 October 2026.</blockquote><figcaption style=\"background:#ffffff\"><a href=\"https://sellcontactcenterdatatoai.com/datasets/contact-center-ai-and-monitoring-law/\" style=\"background:#ffffff\">Rules on contact center AI and monitoring records, sellcontactcenterdatatoai.com</a></figcaption></figure>"
}