Cookie Preference Centre

Your Privacy
Strictly Necessary Cookies
Performance Cookies
Functional Cookies
Targeting Cookies

Your Privacy

When you visit any web site, it may store or retrieve information on your browser, mostly in the form of cookies. This information might be about you, your preferences, your device or used to make the site work as you expect it to. The information does not usually identify you directly, but it can give you a more personalized web experience. You can choose not to allow some types of cookies. Click on the different category headings to find out more and change our default settings. However, you should know that blocking some types of cookies may impact your experience on the site and the services we are able to offer.

Strictly Necessary Cookies

These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site may not work then.

Cookies used

Performance Cookies

These cookies allow us to count visits and traffic sources, so we can measure and improve the performance of our site. They help us know which pages are the most and least popular and see how visitors move around the site. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies, we will not know when you have visited our site.

Cookies used

Google Analytics

Functional Cookies

These cookies allow the provision of enhance functionality and personalization, such as videos and live chats. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies, then some or all of these functionalities may not function properly.

Cookies used




Targeting Cookies

These cookies are set through our site by our advertising partners. They may be used by those companies to build a profile of your interests and show you relevant ads on other sites. They work by uniquely identifying your browser and device. If you do not allow these cookies, you will not experience our targeted advertising across different websites.

Cookies used


This site uses cookies and other tracking technologies to assist with navigation and your ability to provide feedback, analyse your use of our products and services, assist with our promotional and marketing efforts, and provide content from third parties


Here are some suggested Connections for you! - Log in to start networking.

Maharani Maharani
Strategy Asst Manager
Selha Karabulut
Marketing Manager
Feyza Sahbaz Guzey
Cust. Cont. and Out Of Br. Sales Channels Proj. Supervisor
Vijay s

Building Trust in AI: A User-Friendly Guide - Finnegan Pierson - Blog

Building Trust in AI: A User-Friendly Guide

Let's break down what’s really happening at the crossroads of customer service and Artificial Intelligence (AI), especially in those buzzing contact centers we all interact with more often than we probably realize. It's a world where waiting on hold could become a thing of the past, thanks to AI. But here's the catch: for any of this techy goodness to truly transform our customer service experiences, there needs to be trust. Yep, trust. It’s that magic ingredient that ensures customers feel comfy and confident with AI handling their questions and concerns.

Building Trust: The Core of AI Adoption

So, why is trust such a big deal in AI, especially in contact centers? Imagine this: you’ve got a problem with your bill, you call up customer service, and a chatbot answers. If that chatbot helps you quickly and accurately, you're going to hang up happy, right? That’s where trust in AI makes all the difference. When customers trust the AI, they’re more open to using it, which means those AI solutions can really start to show their worth, smoothing out interactions and making everything more efficient.

Making AI Less of a Mystery

Now, onto transparency. It's all well and good having smart AI, but if no one understands how it works, that trust we talked about starts to wobble. Customers and businesses need to get how AI comes up with its answers. Is it magic? Is it guesswork? Nope, it’s logic and data. But people need to see that logic. When AI’s decision-making is as clear as day, everyone feels more at ease. It’s like having a transparent friend who always tells you how they arrived at their advice.

Keeping Things Locked Down

In the world of contact centers, data is king. But with great data comes great responsibility. How AI handles sensitive info is a huge piece of the trust puzzle. Solid encryption, strict data access rules, and crystal-clear policies on how data is used can help assure customers that their info is safe and sound. It’s about showing that AI isn’t just smart; it’s also a safe pair of hands for their personal details.

Ethics: The Right Way to Do AI

Here’s where we get serious. AI needs to be on its best behavior, especially when it’s dealing with people’s issues and data. This means developing AI that’s not only smart but also fair and unbiased. Regularly checking AI for any sneaky biases, ensuring it treats everyone equally, and sticking to the highest ethical standards is key. It’s not just about the tech being effective; it’s about it being right and good for society, too.

Jobs: Navigating the New Landscape

A hot topic is always jobs. What happens to human roles when AI steps in? Here’s the scoop: AI is changing the game, not ending it. Sure, some tasks will shift from humans to AI, but that’s going to open up new opportunities, too. Think about roles focusing on managing AI systems, diving into data analysis, or even using AI to enhance human-led customer service. 


Integrating AI into contact centers is an adventure, one that could lead to a smoother, more enjoyable customer service experience for everyone. But the heart of this journey? Building solid, unwavering trust in AI. It’s about making AI transparent, secure, ethical, and, above all, a complement to the human touch that’s always been at the core of customer service. By focusing on this, businesses can ensure that their AI not only meets customer expectations but sets the stage for a new era of customer service excellence. 

Publish Date: February 5, 2024 5:10 PM

About us - in 60 seconds!

Join Our Team

Industry Champion Award Leaderboard

Most active award (top 10) entrants in the past 48 hours! - Vote for Others / About Program
Submit Event

Upcoming Events

The 19th AMERICAS Annual Best Practices Conferences are here! Meeting Point for the World's Best Contact Center & CX Companies Read More...
Showing 1 - 1 of 3 items

Newsletter Registration

Please check to agree to be placed on the eNewsletter mailing list.
both ids empty
session userid =
session UserTempID =
session adminlevel =
session blnTempHelpChatShow =
session cookie set = True
session page-view-total = 1
session page-view-total = 1
applicaiton blnAwardsClosed =
session blnCompletedAwardInterestPopup =
session blnCheckNewsletterInterestPopup =
session blnCompletedNewsletterInterestPopup =