Maximize the Value of AI Investments: Implementing Governance and Best Practices in Customer Experience

summarize, AI governance is crucial for organizations looking to integrate AI into their business operations, especially in customer service and contact center settings. By implementing a governance framework aligned with the ‘PAR’ framework (Proactive, Adaptive, Reactive) and following best practices such as establishing a clear AI strategy, creating an AI governance committee, developing comprehensive AI policies, implementing rigorous quality checks, training employees and stakeholders, and fostering a culture of continuous improvement, businesses can maximize the value of their AI investments and enhance customer and employee experiences. With a thoughtful approach to AI governance, organizations can drive innovation, efficiency, and growth while ensuring responsible, ethical, and compliant use of AI technology.