I’m an AI expert and this is why strong ethical standards are the only way to make AI successful

Artificial Intelligence (AI) touches virtually every industry, but it’s become a foundational element in today’s customer experience (CX) strategies. Contact centers, customer support platforms, and digital engagement tools rely on AI to enable faster response times, more personalized interactions, and to uncover valuable insights from massive amounts of customer data. Conversational AI, real-time voice analytics, and intelligent routing are just a few of the innovations transforming how organizations connect with their customers.

While there are plenty of benefits to AI, one thing remains true: AI will never be entirely free from bias. This is because AI is only as accurate as the data it was trained on - which is ultimately created, trained, and maintained by humans - humans, who unconsciously bring their own assumptions and blind spots into the AI systems they build.

This doesn’t mean AI can’t be trustworthy, responsible or fair. It ...