A guide to procuring trustworthy AI solutions

As the demand for artificial intelligence (AI) products and services continues to soar, enterprises across all industries are increasingly integrating AI into their operations to enhance efficiency, drive innovation and maintain a competitive edge. In fact, CX Network’s research into the Global State of CX found AI-powered technologies for operations to be the second most important trend changing the role of CX practitioners in 2024.

The proliferation of AI has been fueled by the availability of vast amounts of data, advanced algorithms and increased processing power, which collectively enable AI systems to perform complex tasks with remarkable accuracy. However, the rapid adoption of AI also brings with it significant challenges, particularly concerning the ethical, safe and responsible use of these technologies. For customer experience (CX) professionals, ensuring that AI solutions are both effective and trustworthy is paramount.

The imperative of trustworthy AI

Trustworthy AI is not just a buzzword; it is a critical requirement for the sustainable and ethical deployment of AI technologies. Trustworthy AI refers to AI systems that are developed and deployed in a manner that is transparent, fair and aligned with ethical standards. It ensures that AI systems are reliable, respect user privacy and do not perpetuate biases or cause harm.

For CX professionals, who are often at the forefront of deploying AI solutions to enhance customer interactions, the importance of trustworthy AI cannot be overstated. Customers today are more informed and discerning than ever before. They expect companies to use AI in ways that are not only beneficial but also ethical.

Any misuse of AI can lead to a loss of trust, damaging a company’s reputation and customer relationships. Therefore, adhering to stringent procurement guidelines when selecting AI solutions is crucial for maintaining this trust.

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The role of procurement in AI adoption

The procurement process plays a pivotal role in the adoption of AI solutions within an organization. It is not merely about acquiring the latest technology; it is about selecting AI products and services that align with the organization’s strategic goals, ethical standards and regulatory requirements.

In the context of AI, this means ensuring that the solutions procured are not only effective but also compliant with regulations such as the EU AI Act, which sets out requirements for the development, deployment and use of AI in the European Union.

The EU AI Act is particularly relevant for enterprises operating in or with the EU, as it establishes a legal framework for trustworthy AI. It categorizes AI systems based on their risk levels, with corresponding requirements for transparency, accountability and safety. CX professionals must ensure that the AI solutions they procure comply with these regulations to avoid legal repercussions and ensure that their AI deployments are both ethical and secure.

5 key considerations for AI procurement

To effectively navigate the complexities of AI procurement and ensure the uptake of trustworthy AI, CX professionals should focus on the following key considerations:

1. Alignment with business strategy

AI solutions should be closely aligned with the organization’s overall business strategy. This means selecting AI tools that not only solve immediate challenges but also support long-term strategic objectives. For instance, an AI solution designed to enhance customer engagement should integrate seamlessly with the company’s broader digital transformation goals.

2. Compliance with ethical standards

Ethical considerations are paramount in AI procurement. This includes assessing whether the AI solution is designed to avoid bias, protect user privacy and operate transparently. CX professionals should work closely with ethical advisors and legal teams to ensure that the AI products they procure adhere to the highest ethical standards.

3. Data strategy

Data is the lifeblood of AI. Ensuring that the data used by AI systems is accurate, relevant, and ethically sourced is crucial. CX professionals should evaluate the data practices of AI vendors, including how data is collected, stored and used, to ensure compliance with data protection regulations and ethical standards.

4. Governance, risk, and compliance (GRC)

AI procurement should be guided by a robust governance framework that addresses potential risks and ensures compliance with relevant regulations. This includes conducting thorough due diligence on AI vendors to assess their reliability, security practices and compliance with regulations such as the EU AI Act.

5. Sustainability and long-term viability

AI solutions should not only address current needs but also be scalable and adaptable to future challenges. CX professionals should consider the long-term sustainability of AI solutions, including their ability to evolve with changing business needs and regulatory landscapes.

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The importance of due diligence in AI procurement

Due diligence is a critical component of the AI procurement process. It involves a comprehensive evaluation of AI vendors and their products to ensure that they meet the organization’s requirements for trustworthiness, compliance and effectiveness. For CX professionals, this means going beyond surface-level assessments and delving into the technical, ethical and legal aspects of AI solutions.

Vendor assessment: The first step in due diligence is to thoroughly assess AI vendors. This includes evaluating their track record, reputation and commitment to ethical AI practices. CX professionals should look for vendors who demonstrate a strong commitment to transparency, fairness and accountability in their AI offerings.

Product evaluation: The AI products themselves should be evaluated for their effectiveness, safety and compliance with relevant regulations. This includes testing the AI solution in real-world scenarios to assess its performance and identifying any potential risks or biases. Additionally, CX professionals should ensure that the AI solution is explainable, meaning that its decision-making processes can be understood and trusted by users.

Legal and regulatory compliance: Ensuring compliance with legal and regulatory requirements is non-negotiable. CX professionals must work closely with legal teams to ensure that the AI solutions they procure comply with the EU AI Act and other relevant regulations. This includes ensuring that the AI system is categorized correctly according to its risk level and that all necessary documentation and certifications are in place.

Ethical review: An ethical review of the AI solution is essential to ensure that it aligns with the organization’s values and ethical standards. This includes assessing the potential impact of the AI system on different stakeholders, including customers, employees and society at large. CX professionals should seek input from diverse stakeholders to identify and mitigate any ethical concerns.

Continuous monitoring and evaluation: AI procurement does not end with the purchase of the solution. Continuous monitoring and evaluation are necessary to ensure that the AI system remains trustworthy and compliant over time. This includes regularly reviewing the performance, security and ethical impact of the AI solution and making adjustments as needed.

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The benefits of trustworthy AI for enterprises

By adhering to procurement guidelines and ensuring the uptake of trustworthy AI, enterprises can unlock numerous benefits. Trustworthy AI can enhance customer experiences by providing personalized, accurate and fair interactions. It can also improve operational efficiency by automating routine tasks, reducing errors and enabling data-driven decision-making.

Moreover, trustworthy AI can help enterprises maintain a competitive edge by building customer trust and loyalty. In an era where customers are increasingly concerned about data privacy and ethical practices, demonstrating a commitment to trustworthy AI can differentiate a company from its competitors and enhance its brand reputation.

Conclusion

For CX professionals, the adoption of AI solutions is both an opportunity and a responsibility. By adhering to stringent procurement guidelines and ensuring the due diligence of AI products and their providers, CX professionals can ensure the deployment of trustworthy AI that aligns with business goals, complies with regulations and upholds ethical standards.

Trustworthy AI is not just about compliance; it is about building a foundation of trust with customers, employees and society.

As AI continues to transform the business landscape, CX professionals who prioritize trustworthy AI will be well-positioned to lead their organizations into a future where AI drives both innovation and integrity.

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