FAQs: Artificial intelligence
Can customers bring our own AI models, choose from existing models, or customize models to suit our business needs?
Yes, as a customer, you can bring your own AI models, select… [More]
Do you have dedicated processes in place to monitor prompts and validate results for AI?
All large language model (LLM) based services have quality assurance acceptance tests…. [More]
Do you offer any products or services that incorporate generative AI solutions?
Yes, Genesys offers generative AI-powered solutions, such as advanced summarization and answer… [More]
How does Genesys Cloud AI scale to support business demands and increasing customer interactions?
Genesys Cloud AI uses a cloud-native architecture to scale resources automatically based… [More]
How does Genesys fine-tune large language models (LLMs)?
Hallucinations are mitigated via fine-tuning models with conversational datasets that are selected… [More]
How does Genesys monitor compliance with industry standards and regulations?
Genesys enables customer compliance with regulations through a robust framework that includes… [More]
In what cases is customer data used to train your AI models?
Customers can consent to participate in service improvements through a rigorously controlled… [More]
What approaches have you used to reduce bias and disparate impact in model selection?
The Genesys approach to managing AI bias and model impact is focused… [More]
What are the key steps for deploying Genesys Cloud AI solutions?
Every AI implementation is unique, so it is important to tailor the… [More]
What contractual protections are in place when using Genesys Cloud AI?
Genesys offers contractual protections for AI usage through an AI addendum to… [More]
What data sources do you use to train your large language model (LLM)?
Genesys curates the data used in model fine-tuning from both open-source conversations… [More]
What datasets are used to train and refine your AI services or products?
For fine-tuning models, Genesys uses open-source, purchased and anonymized datasets to improve… [More]
What guardrails does Genesys Cloud AI ethics provide to protect customer privacy?
Genesys Cloud AI Ethics enables customer privacy through the following key principles:… [More]
What is your enterprise governance process and risk assessment framework for AI and ML technologies?
Genesys governance processes are tightly coupled with the development processes. As part… [More]
What is your privacy policy regarding AI services?
Privacy by Design and Privacy by Default are embedded in the processes… [More]
What procedures do you have in place to keep customer data strictly confidential?
Customers can opt in to help Genesys with service improvements. Before Genesys… [More]
What recourse is available for model errors or other AI-related issues that impact customers?
All services and models deployed in Genesys Cloud have defined service level… [More]
Which AI models are used on your platform?
Genesys has a three-fold artificial intelligence (AI) model strategy; a structured approach… [More]
