As organisations embrace AI, how do we innovate while protecting privacy, intellectual property and customer trust?
In this week’s World of CX Weekly Breakfast Virtual Conversation, we had an insightful conversation with Faith O. Amatika-Omondi on Balancing AI with Intellectual Property, Privacy and Customer Trust.
The discussion explored how organisations can use AI responsibly while protecting customer data, respecting intellectual property and maintaining trust throughout the customer experience.
Here are 10 lessons from the conversation about AI:
🌟 Collect only what you need. Data collection should be limited to information that is genuinely necessary for the intended purpose.
🌟 Always explain why you need customer data. Simply saying “it’s company policy” does not give customers enough understanding of why their information is being requested.
🌟 Consent matters. Before using personal information, photographs or videos, organisations need to consider consent and the purpose for which that information will be used.
🌟 Protect data throughout its lifecycle. Responsibility doesn’t end once data has been collected. Organisations need to think about storage, access, sharing, retention and secure disposal.
🌟 Be transparent when using AI. Customers should know when they are interacting with an AI system rather than a human.
🌟 Your AI is an extension of your brand. A chatbot or AI system represents the organisation in the eyes of the customer. What it says and does can directly affect trust.
🌟 Think about IP before using AI. When using photos, content or other creative work with AI, consider ownership, copyright, consent and the rights attached to the original work.
🌟 Be careful about what you put into AI tools. Proprietary, confidential or sensitive information should not simply be entered into public AI systems without understanding the risks.
🌟 Organisations remain responsible for the technology they deploy. AI may generate the response, but organisations cannot simply distance themselves from the outcomes of systems they choose to put in front of customers.
🌟 Humanise as you digitise. As technology becomes more embedded in CX, trust, rights, transparency and responsible use must remain at the centre.
