Genesys Cloud - Main

I am looking for feedback from other Genesys users who have been affected by the EU Artificial Intelligence Act.  Specifically, has this caused any orgs to roll back some of their Genesys AI features that they previously deployed in the EU.  If so, was there any difficulty in restricting only the AI features that are not in compliance?

Understanding your role in the EU AI Act and DORA compliance

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Understanding your role in the EU AI Act and DORA compliance To better understand what the EU AI Act and DORA compliance mean for a cloud-based services company like Genesys and its customers, let's look at some key lessons learned from the GDPR implementation for compliance. View this on Genesys >

 

#Unsure/Other

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Kris Charles
Owens Corning Sales, LLC.
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Hello Kris, 

I feel like this could be a good topic for discussion, I hope we can get some community engagement these new compliances and possible feedback for you!

Cheers, 

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Cameron Tomlin
Online Community Manager/Moderator
Genesys - Employees
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Fortunately we haven't been affected by this, however it's a good topic and I'm interested to learn how everybody else has coped.

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Adrian Bradshaw
Auto Trader Limited
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The EU AI Act has not impacted our existing use of Genesys AI functionalities. However, I am looking at how things are developing in this area regarding regulatory updates to ensure compliance. I'd be interested in hearing from other users who may have faced the need to adjust their AI deployments too. This is a great topic.

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Matt Calton
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We haven't been affected but I'm keen to stay informed on the issue

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Richard Tucker
Ovo Energy Ltd
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Hello Kris,

We have not been affected by the EU Artificial Intelligence Act, but interested in this discussion topic.

Thanks

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Heena Patel
SAGE GLOBAL SERVICES LIMITED
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We are unaffected by this but the subject of AI regulation will be talked about for decades to come

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Tim Speakman
Auto Trader Limited
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The EU AI Act, proposed to regulate artificial intelligence technologies, aims to ensure that AI systems are safe, transparent, and respect fundamental rights. Here are key aspects of its response:
 
 General Overview
 
1. Risk-Based Classification: The Act categorizes AI systems into four risk levels: unacceptable, high, limited, and minimal. This allows for tailored regulatory requirements based on potential risks.
 
2. Compliance Requirements: High-risk AI systems must adhere to strict requirements, including risk assessments, data governance, and transparency measures. They also require human oversight and robust documentation.
 
3. Transparency Obligations: Developers must inform users when interacting with AI systems and ensure explainability of automated decisions, particularly in high-stakes areas like healthcare and law enforcement.
 
4. Monitoring and Enforcement: The Act establishes a framework for national supervisory authorities to monitor compliance and enforce penalties for non-compliance.
 
 Implications for Stakeholders
 
1. Businesses: Companies deploying AI may need to invest in compliance frameworks, data handling practices, and employee training to meet new standards.
 
2. Researchers and Developers: The Act encourages responsible AI innovation while imposing restrictions that may affect research methodologies and data usage.
 
3. Consumers: The focus on transparency and safety is expected to enhance consumer trust in AI technologies.
 
4. International Impact: The EU's regulatory approach may influence global standards, prompting other regions to consider similar frameworks.
 
 Challenges and Critiques
 
- Innovation vs. Regulation: Critics argue that stringent regulations may stifle innovation and competitiveness in the EU tech sector.
- Ambiguity: Some provisions may be perceived as vague, leading to uncertainties in compliance requirements.
- Implementation Costs: Smaller businesses may struggle with the costs associated with compliance, potentially creating a barrier to entry in the AI market.
 
 

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Suryavesh Sahani
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Kris,

You can review this document on resource center:

https://help.mypurecloud.com/faqs/how-does-the-eu-emotion-ai-ban-affect-customer-sentiment-analysis-and-agent-empathy-analysis/

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Anik Dey
Genesys - Employees
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Thanks Anik!  I did see this article last week and it was very helpful. Despite the sentiment and empathy not being based on biometric data, our organization will limit these features in the EU until we have had further time to evaluate compliance.  Having the ability to toggle these on and off will be helpful.

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Kris Charles
N/A
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Original Message:
Sent: 10-23-2024 11:02
From: Anik Dey
Subject: Response to the EU AI Act

Kris,

You can review this document on resource center:

https://help.mypurecloud.com/faqs/how-does-the-eu-emotion-ai-ban-affect-customer-sentiment-analysis-and-agent-empathy-analysis/

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Anik Dey
Genesys - Employees
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