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Verification & Testing: Control 2.19 - Customer AI Disclosure and Transparency

Last Updated: January 2026

Manual Verification Steps

Test 1: Verify Initial Disclosure

  1. Start a new conversation with the agent
  2. Observe the greeting message
  3. EXPECTED: AI disclosure appears before any other content

Test 2: Verify Disclosure Content

  1. Review disclosure message
  2. Check for required elements:
  3. AI identification
  4. Limitations statement
  5. Human escalation option
  6. EXPECTED: All required elements present

Test 3: Test Human Escalation

  1. In conversation, request human assistance
  2. Verify escalation triggers
  3. EXPECTED: User transferred to human or callback offered

Test 4: Test Periodic Reminder (Zone 3)

  1. Continue conversation beyond reminder threshold
  2. Observe for periodic disclosure
  3. EXPECTED: Reminder appears at configured interval

Test 5: Verify Disclosure Logging

  1. Complete a test conversation
  2. Query disclosure log
  3. EXPECTED: Interaction logged with all required fields

Test Cases

Test ID Scenario Expected Result Pass/Fail
TC-2.19-01 Initial disclosure displayed Disclosure shown
TC-2.19-02 Disclosure content complete All elements present
TC-2.19-03 Human escalation via keyword Transfer initiated
TC-2.19-04 Human escalation via button Transfer initiated
TC-2.19-05 Periodic reminder triggers Reminder displayed
TC-2.19-06 Disclosure logged Record created
TC-2.19-07 Escalation logged Escalation recorded

Evidence Collection Checklist

Disclosure Configuration

  • Screenshot: Agent greeting topic with disclosure
  • Document: Disclosure message templates (approved by Legal)
  • Screenshot: Escalation configuration

Disclosure Delivery

  • Screenshot: Disclosure displayed in conversation
  • Screenshot: Periodic reminder displayed
  • Screenshot: Human escalation option visible

Logging and Reporting

  • Export: Disclosure log (CSV)
  • Export: Compliance report (PDF)
  • Screenshot: Reporting dashboard

Evidence Artifact Naming Convention

Control-2.19_[ArtifactType]_[YYYYMMDD].[ext]

Examples:
- Control-2.19_DisclosureTemplate_20260115.pdf
- Control-2.19_GreetingTopic_20260115.png
- Control-2.19_DisclosureLog_20260115.csv
- Control-2.19_ComplianceReport_20260115.pdf

Attestation Statement Template

## Control 2.19 Attestation - Customer AI Disclosure

**Organization:** [Organization Name]
**Control Owner:** [Name/Role]
**Date:** [Date]

I attest that:

1. AI disclosure is provided at the start of all customer interactions
2. Disclosure content has been approved by Legal/Compliance
3. Human escalation option is available in all interactions
4. Periodic reminders are configured for Zone 3 agents
5. Disclosure events are logged and retained per policy
6. Compliance reports are generated [frequency]

**Disclosure Delivery Rate:** [X]%
**Human Escalation Take Rate:** [X]%
**Last Compliance Review:** [Date]

**Signature:** _______________________
**Date:** _______________________

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