Ubiquity, a global leader in BPO solutions, has outlined eight innovative ways artificial intelligence (AI) can transform customer experience (CX), aligning with the principles of the “Council of Europe Framework Convention on Artificial Intelligence and Human Rights, Democracy, and the Rule of Law” (the “AI Convention”), signed on September 5, 2024. This convention is a crucial step towards ensuring that AI systems uphold human rights, democracy, and the rule of law. Ubiquity’s findings highlight how AI can be used ethically and effectively to enhance customer experiences while aligning with the convention’s goals.
Franz Schwarzinger, Chief Information Officer at Ubiquity, commented on the announcement: “By identifying these eight ways AI can improve customer experience, we demonstrate our commitment to integrating cutting-edge technology in an ethical and responsible manner. Our alignment with the AI Convention underscores our dedication to fostering a digital environment that upholds human rights and democratic values.”
The eight ways AI enhances CX are:
- Personalization: AI leverages data analysis to create personalized experiences while respecting individual preferences and privacy, in line with the treaty’s emphasis on non-discriminatory AI use.
- 24/7 Support: AI-powered chatbots offer round-the-clock support without human intervention, enhancing public trust in AI technologies as per the treaty’s goal to protect public services and institutions.
- Sentiment Analysis: AI-driven sentiment analysis accurately interprets customer emotions without manipulation, aligning with the treaty’s focus on safeguarding democracy.
- Predictive Analytics: AI’s ability to anticipate customer needs and potential issues supports the treaty’s mandate for safe and responsible AI use.
- Efficient Query Resolution: AI’s natural language processing enables quick and accurate responses to customer queries, improving the efficiency of public services in line with treaty objectives.
- Data-Driven Insights: AI analyzes customer data for insights, ensuring ethical and responsible data usage, consistent with the treaty’s emphasis on transparency and accountability.
- Quality Assurance: AI monitors customer interactions to ensure fair, transparent, and accountable operations, reflecting the treaty’s commitment to protecting human rights.
- Automated Tasks: AI’s automation of routine tasks enhances human capabilities, aligning with the treaty’s goal of regulating AI-specific risks while maintaining a balance between human and AI roles.
In conclusion, Ubiquity’s exploration of these eight AI applications not only highlights advancements in business practices but also underscores the ethical and responsible use of AI as outlined in the AI Convention. By adhering to the treaty, Ubiquity ensures that its AI technologies contribute to a safer and more equitable digital future while upholding human rights, democracy, and the rule of law.
