Create great experiences with responsible AI
Genesys Cloud AI is crafted to be transparent, secure and fair — allowing you to enhance customer experiences without compromising on ethics or compliance.
Genesys Cloud AI is crafted to be transparent, secure and fair — allowing you to enhance customer experiences without compromising on 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 step 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 the confidence to scale AI responsibly.
“At Genesys, we take pride in implementing a sustainable strategy. It’s a core principle of how we lead, innovate and serve. We have taken bold steps to strengthen trust and transparency. We’ve rolled out enhanced Ethical AI guidelines, established an enterprise risk management committee and upheld our strong track record of operational resilience. These measures reflect our ongoing commitment to leading with integrity and promoting the responsible use of emerging technologies.”
Tony Bates
Chairman and CEO, Genesys
Responsible AI is anchored in ethical design and proactive governance. The following five principles guide how we develop, enhance and implement AI systems to ensure ethical, safe and human-centred outcomes.
AI requires clear supervision. Governance, controls and human oversight safeguards enable organisations using Genesys Cloud to monitor systems to ensure they’re functioning as intended.
Genesys Cloud AI is designed to safeguard customer data. Our AI is designed to use data minimally, keep systems separate and never train shared models on customer communications.
AI needs to be understandable and manageable. From in-product explainability to AI product cards, customers are equipped with clear insight into how Genesys Cloud AI is built and deployed.
* Product cards are available to direct customers with a current contract and to registered partners.
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 journey, 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 guarantee responsible Ethical 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 AI
“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 that we’ll be proud of tomorrow.”
Bridgette Bell McAdoo
Global Sustainability Officer
“AI will only scale if people trust it. That means placing privacy at the heart of how it’s designed, built and delivered.”
William Dummett
Chief Privacy Officer and Deputy General Counsel
Genesys Cloud™ AI Studio and AI Guides empower teams to build, deploy and manage customer journeys with confidence. 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 needed.
Guardrails for fairness, transparency and testing are built in, so teams can innovate without compromising 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 changes.
Contact our team today to find out how Genesys Cloud AI can assist you in enhancing customer experiences with intelligent, responsible, and human-centric automation.
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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 used.
Begin with clear governance, regular audits, and alignment with international standards. Choose partners who incorporate responsibility into the AI lifecycle — from design and testing to deployment and ongoing optimisation.
