Do I need to tell users when a service uses AI?

Contrasting

Users do not always need to know the underlying stack, but if AI affects their data or outcomes you must explain that. For AI chatbots, tell users answers are not from a human and may be inaccurate, and provide a human contact route. The Data and AI Ethics Framework also recommends appropriate disclosure when AI produced an output, internally and externally. Organisational openness (including ATRS where required) still applies.

Warning Conflicting or tensioned advice across sources

Service Manual: users need not always know the technology, but AI effects on data/outcomes (and chatbot non-human answers) must be disclosed. Playbook: be open about how and where AI is used.

How to navigate this: Disclose AI wherever it affects data or outcomes; follow chatbot rules; meet ATRS/Playbook openness obligations.

From the guidance

Primary (how) Service Manual: Using artificial intelligence (AI) in services

Users do not always need to know what technology or software is used in a service to be able to access it. However, if you use AI in your service, you must make it clear to users how this might affect: their data; the outcome or information they receive from the service. If you use an AI-powered chatbot, you must make sure users: understand that the answers they receive do not come from a human and might not be accurate; know how to contact a human being.

Section: Tell users when AI is being used

Read this in Service Manual: Using artificial intelligence (AI) in services (opens in new tab)

Secondary (normative) Data and AI Ethics Framework

give appropriate disclosure when AI has been used to produce an output – this concerns both internal and external uses of AI

Section: Recommended actions

Read this in Data and AI Ethics Framework (opens in new tab)

Secondary (normative) Code of Practice for the Cyber Security of AI

System Operators shall convey to End-users in an accessible way where and how their data will be used, accessed and stored (for example, if it is used for model retraining, or reviewed by employees or partners).

Section: Principle 10

Read this in Code of Practice for the Cyber Security of AI (opens in new tab)

Contrasting AI Playbook for the UK Government

Position: Be open with the public about how and where AI systems are being used.

Be open with the public about how and where AI systems are being used, for example: update the ATRS (Algorithmic Transparency Recording Standard Hub)

Section: Principle 7: You are open and collaborative

Read this in AI Playbook for the UK Government (opens in new tab)

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