Map AI risk before the queue goes live
Map the main customer, operational, and trust risks in an AI support workflow before deployment.
Risk mapping is the difference between a useful support assistant and an uncontrolled policy actor. Govern Decide who owns the assistant, who approves policy changes, and who can pause it. Governance is not a committee; it is named accountability. Map Define the real context: customer segments, ticket intents, data sources, policies, edge cases, and possible harms. The same model behavior can be harmless in a delivery-status ticket and damaging in a billing dispute. Measure Track risk-specific signals. Reopen rate is not enough. Measure grounded-answer rate, escalation misses, sensitive-data handling, policy-source freshness, and customer-visible correction rate. Manage Controls should match risk.…
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