Contents
Introduction Social
Governance
Environmental
Indexes
Awards
TTEC 2024 Impact and Sustainability Report
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Responsible AI use
Our AI Use Policy requires strict adherence to the following guidelines in connection with our use of generative AI tools:
to take appropriate steps to protect the company’s intellectual property and avoid releasing it into the public domain without appropriate protection. V Transparency: Must be transparent and we must inform our employees and our clients about how we use it, what data we collect in connection with its use, and what data we use to train our AI tools.
You (WHY), the TTEC ethics helpline, reachable at www.ttecwehearyou.com .
IX Human oversight: If used in connection with decisions that affect our applicants, employees, or client customers, TTEC will make sure that human oversight is present in the decision-making process as required by law and such humans will also be able to override any such decisions made by applicable AI tools. Any party impacted by an automated decision may challenge such decision and receive a review by an employee of the Company with appropriate expertise in the subject matter involved in the decision. Responsible AI Council TTEC formed the generative AI utilization oversight governance body known as the Responsible AI Council in 2023. Council members are appointed by the TTEC executive leadership team and include AI subject matter experts and at least one representative from key stakeholder groups: business segments, corporate functions, information technology, legal/risk, data governance and ethics. Responsible AI Council members may represent multiple stakeholder organizations as long as they have the required background and expertise. The Council approves, denies, or modifies the parameters of generative AI usage as they best meet TTEC’s business needs, subject to all of TTEC’s relevant policies (including our AI Use Policy), as well as relevant legal requirements. The Council periodically reviews its activities with TTEC’s executive leadership team and the Security and Technology Committee of the Board of Directors.
I 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. II Fairness and bias avoidance: Do not reflect harmful bias and ensure fairness. 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. III 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.
VI Validation: Must be regularly evaluated, validated, and audited in order to identify and address potential
biases in its outcomes and to seek to correct inaccurate information created by such tools.
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. TTEC’s AI Use Policy provides guidance on the responsible use of AI in the company’s business and as part of our client solutions. Our TTEC Responsible AI Council, appointed by executive leadership, oversees, governs, and approves 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 uses AI-powered large language models, we understand the importance of proactively 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.
VII Performance and accuracy: Must perform in a manner that is consistent with the intended purposes for such AI tools. This includes ensuring that our AI tools produce outputs that have an appropriate level of accuracy and are sufficiently robust in their design, development, and deployment to provide the functionality that is reasonably expected for its utilization.
Continuous improvement and feedback: Must be such that its results are observable and can incorporate feedback. Those employees who utilize AI in their work or have the opportunity to observe its outputs and see flaws, inaccuracies, or meaningful improvement opportunities, will have the responsibility to come forward with their observations to those responsible for the specific AI tool. Such employees can also bring their concerns to their supervisors, any member of the Responsible AI Council, or connect with We Hear
VIII
Intellectual property: Do not infringe on the intellectual property rights of others. Those involved in the utilization of AI in TTEC’s business and client solutions must consult with the Responsible AI Council and with the company’s legal department
IV
TTEC’s commitment to the responsible use of AI in our business and services goes hand in hand with one of our core values—Do the Right Thing. We strive to ensure that AI is deployed ethically and transparently at TTEC for the greater good.” —Rodrigo Monroy, Deputy General Counsel, Responsible AI Council Chair
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