AI can create extraordinary opportunities for customer operations. But with greater capability comes greater responsibility. As AI becomes embedded within customer journeys, workflows and decision-making, governance can’t simply exist within a policy document. It needs to work in practice – at the point where decisions are being made and actions are being taken. That creates some important questions for operational leaders.

Who is accountable when AI influences an outcome? Where should human judgement remain? How do you provide appropriate oversight as automation increases? And how can organisations manage risk without creating so many controls that innovation becomes impossible?

Customers, colleagues and regulators all need confidence that organisations understand how their AI is being used and have appropriate safeguards in place. Building trust through control and accountability is critical when deploying AI.

Through an interactive panel conversation, we’ll be talking about:

• Defining accountability in human-AI operations
• Building the guardrails, policies and oversight
• Managing risk without stifling innovation
• Ethical governance frameworks that work in practice
• Protecting customer data, privacy and security

This is part of our AI Readiness for Customer Operations webinar series. Take a look at what else we’ll be exploring in the coming weeks to help you uncover what true AI readiness looks like in your contact centre and how to achieve genuine success.

AI Readiness for Customer Operations: Is Your Operation AI Ready?

AI Readiness for Customer Operations: Leading People Through AI Change 

AI Readiness for Customer Operations: Making the Right AI Technology Decisions

AI Readiness for Customer Operations: Designing the AI Enabled CX Operation