What is your enterprise governance process and risk assessment framework for AI and ML technologies?

Genesys governance processes are tightly coupled with the development processes. As part of these processes, Genesys incorporates mechanisms such as Data Privacy Impact Assessments, Security and Compliance reviews, and AI Model Risk-focused reviews. These reviews occur at various stages of the software life cycle to promote responsible AI development and risk mitigation.

Genesys Cloud model training and inference pipeline, including metrics, sampling, and validation, follows the standard review process shared by all Genesys Cloud software. The first round of reviews takes place during the design phase as part of the software design life cycle, where AI architects and data scientists review and approve the design, alongside privacy and security reviews. The second phase of reviews occurs at the development stage, during which all model training and inference code is peer-reviewed before merging and deploying. This stage often includes benchmarks and the addition of model-specific tests.

Also, the Genesys AI Ethics Committee, which spans across functions, including privacy, security, architecture, product, and AI, holds regular quarterly meetings to assess our products and processes from an ethics and governance perspective.

This comprehensive governance framework helps to ensure that artificial intelligence and machine learning technologies deployed by Genesys meet the highest standards for security, privacy, and ethical considerations.