The Practical Guide to Safety with Generative AI Agents in the Contact Center

Description: In the midst of the well-deserved hype around generative AI for customer service, there are reasons for caution. We’ve all heard the horror stories about early AI bots in the wild: Bots that encouraged people to break laws or do unsafe things. Bots that agreed to sell big-ticket items for pennies on the dollar. Bots that spouted offensive and biased language or disparaged the brand they supposedly represent. It seems that some bots can be convinced to break the rules.