Genesys Cloud AI is designed to be transparent, secure and fair — so you can scale customer experiences without compromising ethics or compliance.
Genesys Cloud™ AI is designed with responsibility at its core. We embed ethical principles like transparency, accountability, fairness and privacy into every step of the artificial intelligence (AI) lifecycle. From development to deployment, our goal is to ensure that AI enhances experiences without introducing risk. With built-in safeguards and governance aligned to global standards, Genesys gives organizations the confidence to scale AI responsibly.
“At Genesys, we pride ourselves on executing 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 rolled out enhanced AI ethics guidelines, established an enterprise risk management committee and upheld 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 CEO, Genesys
Responsible AI is grounded in ethical design and proactive governance. The following five principles inform how we build, evolve and deploy AI systems to support ethical, safe and human-centered outcomes.
AI requires clear oversight. Governance, controls and human oversight safeguards allow organizations using Genesys Cloud to monitor systems to ensure they’re acting as intended.
Genesys Cloud AI is built to protect customer data. Our AI is designed to use data minimally, isolate systems and never train shared models on customer communications.
AI needs to be understandable and controllable. From in-product explainability to downloadable product cards, customers are equipped to know 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 keep systems aligned and evolving.
Responsible AI at Genesys goes hand in hand with sustainability. Our efforts align AI governance with global standards, reduce energy impact and prioritize ethical development at scale.
Explore our sustainability page for insights into our practices and our most recent Genesys Sustainability Report.
Our cross-functional AI Ethics Board aims to guarantee 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-centered by design.
“Great AI products push boundaries — but they need clear guardrails. Our job is to build boldly, and build responsibly.”
Rahul Garg
Vice President, Product, AI and Self-Service
“In R&D, speed is table stakes. What really matters is building AI that earns trust — and delivers outcomes you can stand behind.”
Joe Smyth
Senior Vice President of R&D, Digital, AI, Journey Management
“Sustainability means thinking long term. With AI, that starts 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 putting privacy at the center 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 — putting transparency, trust and human-centric outcomes first.
Create natural, effective customer experiences with transparent, intuitive drag-and-drop AI workflows — no coding required.
Guardrails for fairness, transparency and testing are built in, so teams can innovate without compromising trust.
Personal data can stay 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 drift.
Reach out to our team today to explore how Genesys Cloud AI can help you elevate 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 puts people first and aligns technology with ethical standards.
Organizations need to consider data privacy, content accuracy, bias mitigation and intellectual property rights. It’s also critical to maintain human oversight and be transparent about how generative AI is used.
Start with clear governance, regular audits and alignment with global standards. Choose partners who bake responsibility into the AI lifecycle — from design and testing to deployment and ongoing optimization.
