AI, Consumer Law and Why Human Connection Still Matters

In this gear change episode of Drivetime, Jacqui is joined once again by legal experts Peter Jaari and Mikko Koskinen from Lexia Attorneys to explore the practical realities of consumer law and AI regulation in automotive retail. Peter shares advice for retailers selling used vehicles, highlighting the importance of transparency, managing customer expectations, and responding quickly when issues arise. Good customer service, he argues, can prevent small complaints from becoming major disputes.

Mikko demystifies the EU AI Act, explaining the difference between high-risk and low-risk AI systems, and why organisations must maintain human oversight in areas such as recruitment and credit assessments. The discussion also tackles common misconceptions around AI and consumer protection, before turning to a topic both guests believe will remain critical in the future: human connection. As technology continues to evolve, trust, relationships and personal service may become the biggest differentiators of all.

Drivetime is the global auto tech podcast powered by Keyloop.

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