Chief Information Officer at TELUS International, a global customer experience provider powered by next-gen digital solutions. Read Michael Ringman's full executive profile here.
Imagine a world where generative AI creates personalized customer experiences based on consumers’ unique preferences, needs and emotions. Amazing, right? But what if, to accomplish that, companies are collecting, analyzing and using their customers' personal data without their knowledge or consent? What if the outputs discriminate against certain groups or lead to decisions that are inaccurate or biased? It's not so amazing anymore.is so important.
The use of GenAI to power LLMs also raises copyright concerns. Bots typically scrape the internet for content—and this means they often use copyrighted and protected works without permission. For example, there have been, it can quickly erode trust.
Trust and transparency are essential in GenAI development to promote ethical practices, build consumer confidence and strengthen brand reputation, especially when applied to CX. Aof 1,000 Americans familiar with GenAI conducted by my firm, TELUS International, found that nearly three in four expect companies to be transparent in how they’re using GenAI.
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