Create great experiences with responsible AI
Genesys Cloud AI is designed to be transparent, secure and fair — allowing you to scale customer experiences without compromising ethics or compliance.
Genesys Cloud AI is designed to be transparent, secure and fair — allowing you to scale customer experiences without compromising ethics or compliance.
Genesys Cloud™ AI is designed with responsibility at its heart. We embed ethical principles such as transparency, accountability, fairness, and privacy into every stage of the artificial intelligence (AI) lifecycle. From development to deployment, our aim is to ensure that AI enhances experiences without introducing risk. With built-in safeguards and governance aligned to global standards, Genesys provides organisations with the confidence to scale AI responsibly.
At Genesys, we pride ourselves on implementing a sustainable strategy. It’s a core tenet of how we lead, innovate and serve. We have taken bold steps to reinforce trust and transparency. We’ve implemented enhanced AI ethics guidelines, established an enterprise risk management committee and maintained our strong track record of operational resilience. These measures reflect our continued focus on leading with integrity and enabling the responsible use of emerging technologies.
Tony Bates
Chairman and Chief Executive Officer, Genesys
Responsible AI is grounded in ethical design and proactive governance. The following five principles guide how we construct, develop and implement AI systems to ensure ethical, safe and human-centred outcomes.
AI requires clear supervision. Governance, controls and human-in-the-loop safeguards enable organisations using Genesys Cloud to monitor systems to ensure they’re acting as intended.
Genesys Cloud AI is designed to safeguard customer data. Our AI is designed to use data minimally, isolate systems and never train shared models on customer communications.
AI needs to be comprehensible and manageable. From in-product explainability to downloadable product cards, customers are equipped to understand how AI works and what it’s doing.
AI should work well for everyone. We audit training data, assess how models perform and continually broaden language support to reduce bias and improve fairness across regions and contexts.
Responsible AI is a process, not a destination. We apply structured risk reviews and cross-functional oversight throughout the AI lifecycle to ensure systems remain aligned and continue to evolve.
Responsible AI at Genesys goes hand in hand with sustainability. Our efforts align AI governance with global standards, reduce energy impact and prioritise ethical development at scale.
Visit our sustainability page for insights into our practices and our latest Genesys Sustainability Report.
Our cross-functional AI Ethics Board aims to ensure responsible AI innovation. By aligning AI development with our ethical standards — from privacy to bias mitigation — the board helps us deliver AI capabilities that are safe, transparent and human-centred by design.
“Great AI products push boundaries — but they need clear guidelines.” “Our job is to build boldly, and build responsibly.”
Rahul Garg
Vice President, Product, AI and Self-Service
In R&D, speed is a basic requirement. What really matters is building AI that earns trust — and delivers outcomes you can support.
Joe Smyth
Senior Vice President of R&D, Digital, AI, Journey Management
“Sustainability means thinking long-term. With AI, that begins by making choices today of which we’ll be proud tomorrow.
Bridgette Bell McAdoo
Global Sustainability Officer
“AI will only scale if people trust it.” That means placing privacy at the centre of how it’s designed, built and delivered.
William Dummett
Chief Privacy Officer and Deputy General Counsel
Genesys Cloud™ AI Studio and AI Guides enable teams to construct, deploy and manage customer journeys with assurance. Every Genesys Cloud AI capability reflects our commitment to responsible design — prioritising transparency, trust and human-centric outcomes.
Create natural, effective customer experiences with transparent, intuitive drag-and-drop AI workflows — no coding necessary.
Safety measures for fairness, transparency and testing are integrated, allowing teams to innovate without undermining trust.
Personal data can remain secure by default, with enterprise-grade controls aligned to global privacy standards.
AI learns and adapts over time — within clearly defined boundaries — to improve outcomes without unintended deviation.
Contact our team today to discover how Genesys Cloud AI can assist you in enhancing customer experiences with intelligent, responsible, and human-centric automation.
Thank you for your interest.
We’ll contact you directly to arrange a date and time that suits your schedule.
Responsible AI is the practice of designing, developing and using artificial intelligence in ways that are fair, transparent, privacy-conscious, secure and guided by human oversight. It prioritises people and aligns technology with ethical standards.
Organisations need to consider data privacy, content accuracy, bias mitigation and intellectual property rights. It’s also crucial to maintain human oversight and be transparent about how generative AI is utilised.
Begin with clear governance, regular audits and alignment with global standards. Select partners who integrate responsibility into the AI lifecycle — from design and testing to deployment and ongoing optimisation.
