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Navigating the Evolving Landscape of AI Security and Ethics

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  • In a world where artificial intelligence is reshaping every facet of business, Level AI stands as a vanguard of this transformation, especially in the realm of customer engagement.

    Responding to Global Initiatives in AI Development

    In an era where technological advancement is accelerating at an unprecedented pace, the realms of artificial intelligence (AI) and cybersecurity are increasingly intersecting. Recent government announcements, such as the Executive Order on AI by President Biden in the U.S. and the introduction of new guidelines for developing secure AI systems by the U.K., U.S., and partners from 16 other countries, signify a global movement towards more secure and ethically responsible AI technologies. These initiatives, highlighted by agencies like the U.S. Cybersecurity and Infrastructure Security Agency (CISA), underscore the necessity of integrating security and ethical considerations into the fabric of AI development.

    The Essence of the New Guidelines

    These new guidelines represent a paradigm shift in AI development. They emphasize security, transparency, and accountability as foundational elements of the AI design process. The objectives are clear: enhance AI cybersecurity, mitigate societal harms such as bias and privacy violations, and establish robust methods for recognizing AI-generated content. Moreover, these guidelines encourage companies to adopt practices that allow for third-party identification of vulnerabilities, including bug bounty programs. This collaborative approach to security underscores the importance of a unified effort in shaping a future where AI is not only powerful but also safe and equitable.

    Level AI’s Alignment with Global Standards

    At Level AI, we are committed to staying ahead in this rapidly evolving landscape. Our approach to AI development is in lockstep with these global directives, ensuring that our AI-native platform not only meets but embraces the new standards of security, transparency, and ethical responsibility. This means ensuring that our AI systems are: 

    • Safe and secure: We implement industry-leading security protocols to protect our customers’ data and privacy. 
    • Fair and unbiased: We use human-in-the-loop evaluation and data preprocessing to mitigate bias in our models. 
    • Transparent and accountable: We empower users with control over our AI systems and provide clear visibility into their decision-making processes. 

    Our Commitment to Compliance and Security

    Level AI is built on a bedrock of industry-leading security protocols, including SOC 2 Type 2, HIPAA, PCI, GDPR/CCPA, and ISO27001 compliance standards. Our platform is designed to be as dynamic as the AI landscape itself—prepared to adapt to new regulations and guidelines, ensuring compliance, and maintaining the trust of our customers and their clients. Read more about our Security practices here.

    Data Privacy at Our Core

    Privacy is not merely a policy; it’s our priority. We craft our solutions with the utmost respect for your data, backed by our transparent privacy practices. Our commitment to safeguarding customer data aligns seamlessly with the President’s vision for a future where AI innovation and individual privacy coexist harmoniously. 

    Championing Equity in AI

    At Level AI, we believe technology should be a bridge, not a barrier, to equality. Our AI models are designed and continually assessed to ensure they serve everyone fairly, eschewing bias, and promoting inclusivity. Our use cases are designed to be innocuous, focusing on functionalities like summarization and detecting simple agent/customer behaviors such as greetings, escalations, holds, business scenarios etc., reducing the risk of discriminatory outcomes.

    Furthermore, we empower our users with control over the AI, ensuring they can tailor the technology to their specific needs. This user-defined customization allows “scenarios” to be tagged based on phrases chosen by the users themselves, rather than relying on potentially biased algorithmic decisions.

    • Human-in-the-loop evaluation: Our human reviewers scrutinize our models for fairness and non-discrimination, serving as a critical checkpoint.
    • Data preprocessing: We diligently clean and normalize our training data, mitigating the risk of bias. We maintain neutrality in communication, using terms like “customer” and “agent” over gendered pronouns.

    The Level AI Difference

    Our AI-native platform is revolutionizing how you understand and engage with your customers. With our sophisticated proprietary GPT, Natural Language Understanding and Intent Modeling at your disposal, our customers gain unparalleled insights that drive growth and enhance customer experiences. It’s not about data collection; it’s about unlocking the strategic potential within every conversation.

    Our commitment to responsible AI extends to how our tools are used in practice. The scenarios in which our AI operates are defined by our users, ensuring a tight rein over the AI’s functions. This level of control is crucial, particularly when compared to high-stakes applications such as loan approvals, where demographic factors could inadvertently introduce bias. With Level AI, the chance of our models being viewed as discriminatory is significantly minimized because of this inherent control and the inherently benign nature of the tasks they perform.

    Shaping the Future of Customer Interaction

    Level AI’s suite of tools is a testament to our relentless pursuit of innovation. As we navigate the new standards set forth by the Executive Order, we ensure our solutions not only comply but lead by example in promoting safe, equitable, and transparent AI.

    • Automated Quality Assurance: Every customer interaction is an opportunity to excel. Our automated QA ensures consistent excellence across every touchpoint.
    • Agent Coaching: Empower your agents with AI-driven insights that make every coaching session impactful and every customer interaction more effective.
    • Customer Intelligence & VoC: Harness the content of your calls, and detect the Voice of the Customer like never before. Our tools distill actionable insights from every interaction, directly informing your decision-making processes.
    • Agent Assist & AgentGPT: With real-time assistance and enterprise-tailored responses, your agents are equipped to guide agents from your knowledge base or past customer interactions.
    • Screen Recording: A critical feature in our suite, Screen Recording provides visibility into the agent’s workflow during customer interactions. This tool aids in identifying best practices and areas for improvement. By capturing screen activity, we can offer a more comprehensive understanding of the customer service process, leading to world-class customer experiences.

    Level AI: Your Partner in Responsible Innovation

    As a leader in AI-driven customer engagement, Level AI is not just responding to the call for responsible AI. We are actively shaping it. Our platform is a beacon of innovation, privacy, and trust in an industry where every interaction counts. Let’s embark on this journey together, steering towards a future where AI is not just advanced but also aligned with the greater good.

    Get a free demo today!

    Your customers will thank you for it!