Defining AI’s decision-making boundaries and human intervention points is crucial for responsible automation in customer operations. As agentic AI integrates into customer experience (CX), risks such as unpredictable outputs and compliance breaches arise. CX leaders are advised to implement structured risk assessments and continuous monitoring to manage these risks effectively. According to experts, including Lenses.io CEO Guillaume Ayme, AI systems can produce inaccurate outputs due to “context gaps,” necessitating regular audits of data access delays to mitigate errors. Organizations should map decision rights to risk tiers and establish governance frameworks. Transparency is vital for trust; this includes logging the rationale behind AI decisions for audit trails. Compliance in regulated industries requires embedded rules within AI models and continuous monitoring. Teams will need to evolve structures for collaboration between human agents and AI, introducing roles like AI ethicists and compliance specialists to ensure responsible usage and enhance customer experiences.
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