Responsible AI
What is responsible AI?
Responsible AI is the practice of designing, deploying and operating AI so that it is safe, fair, transparent, secure and accountable, and respects the privacy of the people whose data it uses.
For a customer-service operation, responsible AI turns into concrete questions. Is it clear to customers when they are talking to AI, and can they reach a person? Is customer data protected, kept in the right place and excluded from model training unless agreed? Are answers grounded in approved content and tested before launch? Are outcomes monitored for errors and for unfair treatment of particular groups? Is there a named owner for each AI use, and a record of what it did?
Regulation is moving in the same direction, with rules such as the EU AI Act setting transparency and oversight duties for some uses of AI. A documented approach, with guardrails, human oversight and audit trails, makes it easier to meet them.
Related: AI guardrails, Human in the loop, Trust Center.