Responsible AI use
addressing ethical issues, establishing decision- making principles on the use of AI in the workplace, including careful selection of training data, transparency about how generative AI is used, and oversight of its use. Our AI Use policy requires strict adherence to the following guidelines in connection with our use of generative AI tools:
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Data Privacy/security and proprietary and sensitive information: Must comply with data protection laws, and we must handle any personal or sensitive data with appropriate care. TTEC will respect the rights of individuals and will only process confidential or personal information in accordance with applicable laws and TTEC’s contractual commitments. TTEC’s use of generative AI tools is subject to all relevant TTEC policies, including its privacy and information security policies. All use of TTEC proprietary information and other sensitive information, including employee sensitive information in generative AI tools, must be reviewed and approved by the Responsible AI Council.
As the use of artificial intelligence proliferates throughout the world, TTEC has taken proactive steps to ensure we help our stakeholders identify and source AI tools in value-added contexts and also make sure that in providing such advice and services, we use AI ethically and in accordance with our values. In 2023, we adopted TTEC’s AI Use policy to provide guidance on the responsible use of AI in the company’s business and as part of our client solutions. We also established the TTEC Responsible AI Council appointed by executive leadership to oversee, govern, and approve generative AI tools and use cases at the Company. All utilization of AI tools in TTEC practices must be cleared with TTEC’s Responsible AI Council, the governing body for our AI use. Our objective is to use this technology for good, while meeting our business aspirations, clients’ expectations, regulatory requirements, and best practices. At TTEC, we value the responsible and ethical use of AI as an enablement tool — not as an unsupervised replacement of people. When TTEC utilizes AI-powered, large language models, we understand the importance of proactively
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Fairness and bias avoidance: Do not reflect harmful bias and are fair. When training AI for deployment in internal or external use applications, TTEC shall strive to remove inappropriate data to avoid harmful bias. When using third-party generative AI tools in the company’s business and in our client solutions, TTEC will seek to understand how these generative AI tools were trained and will review and validate the outcomes produced by these tools to minimize risk of harmful bias.
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Fair practices: Do not lead to discrimination against individuals based on the protected characteristics, including race, gender, gender identity, age, disability, sexual orientation, religious affiliations, and veteran status.
44 TTEC 2023 Impact and Sustainability Report
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