- Welcome
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Getting started 2 min
- Main content
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AI ethics and trust in CX 12 min
- Wrap up
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Course summary 4 min
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Share your feedback
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Congratulations 1 min
AI ethics and trust in CX
Explore the ethical considerations of AI in CX, and learn how to make more thoughtful, transparent, and accountable decisions when working with AI.
As AI becomes a bigger part of customer experiences, knowing when and how to use it responsibly matters. Explore how to assess the potential risks of AI in CX, recognize when greater safeguards or human oversight may be needed, and make thoughtful decisions that support fair, transparent, and accountable customer experiences.
Learning objectives
By the end of this course, you will be able to:
- Recognize AI-enabled CX situations that warrant additional scrutiny because they could affect fairness, transparency, privacy, accuracy, safety, or customer trust.
- Evaluate an AI-enabled CX decision using a simple trust framework to determine whether the use of AI is appropriate, transparent, reliable enough for the situation, and supported by clear human accountability.
- Choose an appropriate response when an AI-enabled CX experience creates a potential trust or ethical concern, such as verifying information, involving human judgment, increasing transparency, escalating a concern, or reconsidering the use of AI.
Audience
This course is intended for all audiences.
Prerequisites
No prior knowledge or skills are necessary to complete this course.