Susan Duarte Discusses “AI Governance in Customer Service” in SOCAP International Webinar

On September 12, Womble Bond Dickinson Partner Susan Duarte took part in a panel discussion on “AI Governance in Customer Service: Balancing Innovation, Compliance, and Responsibility.” The webinar was presented by the Society of Consumer Affairs Professionals (SOCAP) International.

Artificial Intelligence is rapidly transforming the customer service operations, from virtual agents and call summarization tools to advance analytics and quality monitoring platforms. As organizations race to implement AI solutions to improve efficiency, enhance customer experiences, and gain deeper insights, many are discovering that successful adoption requires much more than deploying new technology. AI governance has emerged as one of the most critical and often overlooked areas organizations must address to ensure responsible, compliant, and effective use of AI

This virtual panel discussion brought together industry leaders with distinct and complementary perspectives on AI governance in the contact center and customer experience space. They explored the opportunities, risks, responsibilities, and practical considerations organizations should evaluate as AI becomes increasingly embedded in customer service operations.

Duarte was joined by General Mills’ Rakeb Araya and Wiley’s Robert Weis. Shannon Brown-Hess of CallMiner and Ibrahiem Atshan of ACC Premiere co-moderated the discussion.

Click here to watch a video of the “AI Governance in Customer Service: Balancing Innovation, Compliance, and Responsibility” panel discussion.