What recourse is available for model errors or other AI-related issues that impact customers?
All services and models deployed in Genesys Cloud have defined service level agreements (SLAs) on various relevant metrics defined at the design stage, and control and rollback mechanisms for models in specific scenarios. For example:
- Genesys predictive routing incorporates failsafe mechanisms to have the call routed to a specific pool of agents when the model is unable to identify a suitable agent within a pre-defined period.
- Genesys Predictive Engagement has a pacing implementation failsafe that limits the number of engagements offered to customers when the model is erroneously targeting too large of an audience.
- Model Life Cycle Orchestration defines SLAs on certain metrics and rolls back newly deployed active models to the previous version when the number of prediction errors exceeds defined thresholds.
These mechanisms are monitored actively following typical processes for cloud software development. This process can include alerts to the on-call team if such model metrics as missing feature value thresholds, prediction errors, and so on, exceed pre-defined thresholds.