Artificial intelligence (AI) is driving exciting new areas of business and creates massive opportunities. And it’s imperative to embrace the momentum—or risk falling behind the technology curve. But the rise of AI in the customer service space is raising new ethical questions for a wide range of stakeholders.
Here is our initial set of guidelines. We look forward to your input as we enhance and extend our AI ethics framework.
Customers should be informed when they are conversing with an AI bot.
Businesses should take steps to ensure their AI systems do not introduce bias against race, ethnicity, gender, nationality, sexual orientation, ability, etc.
Organizations are ultimately responsible for the AI systems they create and the systems created by their AI. (i.e., businesses are responsible even if their bots build something harmful).
AI must not be used to diminish the data rights or privacy of individuals or communities.
Genesys is committed to social benefit through the thoughtful use of AI.
Following this topic, and joining our discussions gives you the chance to participate in defining best practices and influencing the direction of customer service technology. Together, we can find the best ways to address the critical ethical issues that all businesses face today and in the future.
