Bias

In the context of AI, this refers to systematic errors in how AI models interpret data or make decisions, often reflecting imbalances in the data they were trained on. In a contact center, bias can lead to unfair or inconsistent treatment of certain customer groups — such as misinterpreting intent, offering different levels of service or reinforcing stereotypes. Mitigating bias is essential to building ethical, inclusive AI systems that deliver fair and trustworthy customer experiences.