The AI revolution, gaining momentum over the past year, has sparked considerable concern for many, leading to extensive discussions about the importance of Responsible AI. With ongoing progress toward the passage of the AI Act in the European Union, the significance of this discourse is reinforced and solidified.
“Many people mistakenly believe it’s a choice between data security and efficiency,” notes Britta Chiaia, Product Manager at ASC Technologies.
“Most people fear that using AI may expose their data for training or make it publicly available, leading them to forfeit the remarkable efficiency benefits of AI.”
However, these fears, while entirely natural, fail to represent the full picture when it comes to the business use of AI. As discussions about the constraints of the AI Act – set to come into full effect in 2026 – persist, Chiaia and I explored its implications and what providers can do to protect customers from potential risks.
What’s the AI Act, Anyway?
The Artificial Intelligence Act (AIA) is a proposal by the European Commission aimed to regulate the use of AI within the European Union. Emerging after over two years of deliberation, an agreement was reached on December 8, 2023, between the European Parliament and negotiators from EU member states. The primary objective is to establish a secure and compliant framework for AI, ensuring its alignment with human rights and democratic principles. The AIA is anticipated to become relevant around 2026, with the possibility of partial implementation earlier.
Who Will Be Affected?
The reach of the European AI Act extends to both providers and users of artificial intelligence, introducing a shift in responsibility compared to the GDPR.
“Unlike the GDPR, where users are primarily accountable for their software usage, the AI Act places responsibility both on user and on creators of AI,” Chiaia notes.
“While ASC does not create its own AI but rather adapts existing AI solutions for our applications like Recording Insights, we are fully committed to ensuring customers’ security when utilizing AI-driven solutions.”
Using AI Responsibly: The ASC Way
ASC’s commitment to practicing responsible AI as part of their compliance recording solution, Recording Insights, is first and foremost represented in their choice of Microsoft Azure infrastructure and AI services.
“The security of customer data is part of Microsoft Azure AI policy, ensuring encrypted storage and a clear assurance that no training is done using client data,” Chiaia clarifies.
But ASC doesn’t stop there, striving to leverage AI benefits for customers to continue offering utmost efficiency without compromising responsibility.
“We’ve initiated a few key steps such as risk assessments, process documentation, and the introduction of internal control systems relying on a customer feedback loop,” Chiaia shares.
A crucial aspect of ASC’s approach is the incorporation of human oversight throughout the AI processes within Recording Insights.
“No matter how significant AI is to work efficiency, team leads serve as the final instance in decision-making, evaluating AI-generated outputs,” Chiaia explains.
This is particularly true in sensitive areas like customer conversations and potential security risks.
“While AI enhances various aspects such as detection of compliance infringements, conversation summaries and categorizations, we prioritize human judgment to uphold responsible AI practices.”
ASC are also implementing efforts to detect specific content types like personal information, credit cards, and customer churn that can be extensively prone to risk.
According to Chiaia, these valuable initiatives are applicable across all of ASC’s customer environments, from financial companies emphasizing compliance to contact centers prioritizing customer service and public safety agencies where efficiency can be critical in life-saving scenarios.
“As we navigate the evolving landscape of the AI Act, we’ll continue to align our systems with its requirements, ensuring the delivery of solutions that not only enhance workflows but also prioritize ethical considerations for our customers.”
Learn More About Responsible AI From ASC
If you want to learn more about responsible AI practices, you’re in luck! ASC will be holding a webinar about this topic on February 20th.
“The webinar will include an introduction about the AI Act by experts from the University of Applied Sciences Aschaffenburg, with the second part discussing the ASC solution and what we do to ensure responsible AI.”
For more information and registration, go here.
