In today’s first King’s Speech under the new Labour Government, King Charles III announced plans to establish appropriate legislation for developing the most powerful artificial intelligence (AI) models. This significant move is poised to impact the contact centre industry.
Information for this blog was sourced using 8×8.com. You can read the full story here
The King’s Speech: A Positive Step Forward
Jonathan McKenzie, Senior AI Contact Centre Product Manager at 8×8, views today’s announcements as a positive step but believes the Government could take further action in the future.
He said: “It is promising to see the Government’s commitment to advance the UK’s Artificial Intelligence (AI) sector announced in the King’s Speech, and we’re keen to see how tighter AI regulations could shape the contact centre industry.
The King’s Speech Highlights the Need for Stricter Data Privacy and Security
“Whilst looser monitoring of AI allows contact centres to deploy Large Language Models (LLMs) more freely to track customer behaviour and trends, improve efficiency, and cut costs, tighter regulation would be beneficial for a number of reasons. Firstly, contact centres deal with a great amount of personal and sensitive information; hence, the Government should consider enforcing stricter data privacy and security measures.
The King’s Speech Calls for Guidelines for Ethical AI Use
“Secondly, the Government should introduce guidelines for the ethical use of AI. This would prevent biases and discrimination against any customer groups in customer service interactions, which is a prominent concern for LLM adoption in contact centres currently.
The King’s Speech: Encouraging Innovation Through Regulation
“Lastly, regulating AI more closely should encourage innovation within the sector, pushing contact centres to adopt advanced AI technologies to stay competitive whilst adhering to legal standards. This, in turn, should drive quicker development and adoption of effective AI technologies that enhance customer experience without compromising service quality.
The King’s Speech: The Potential of Generative AI and LLMs
“Ultimately, Generative AI and LLMs have real potential to transform the contact centre industry and ensure agile customer service. However, the Government needs to act swiftly with AI regulation to prevent toxic chatbot responses and abuse from becoming a greater issue.”
Partner with 4th Platform
At 4th Platform, we understand the importance of staying ahead in the evolving contact centre landscape. Partner with us to leverage cutting-edge AI solutions for your contact centre needs. Contact us today to find out how we can help you deliver exceptional customer experiences while adhering to the latest regulations.
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