As enterprise AI adoption accelerates, how is your organization adapting its governance and risk oversight to keep pace?

Machine Learning (ML)Artificial Intelligence (AI)

Established AI governance framework with defined policies and oversight38%

Currently developing governance models and risk controls63%

Relying on existing security/compliance frameworks (no AI-specific policy)25%

No formal AI governance approach in place4%

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Why is your organization currently not utilizing AI in your contact center?

We are currently using AI in our contact center19%

Our data is not easily/fully accessible between departments41%

We use conversational AI for web chats, but not for telephony20%

We just can't justify the investment16%

Other (please comment)1%

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Has anyone reviewed both the MIT success rate and the ChatGPT success rate?

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How does your organization balance using AI to make entry-level jobs more efficient with the need to maintain a robust talent pipeline? Are there specific roles you're purposely shielding from automation to retain pathways for employee development?

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I am looking for insights on establishing an Architecture Review Board (ARB) within our organization. As we aim to enhance our architectural governance and ensure alignment with our strategic objectives, we recognize the importance of setting up an effective ARB. To this end, I would greatly appreciate your guidance on the following aspects: 1. Establishing a Charter: What key elements should be included in the ARB charter to clearly define its purpose, scope, and authority? 2. Member Selection: What criteria should we consider when selecting members for the ARB to ensure a diverse and knowledgeable board? 3. Review Process: Could you share best practices for structuring the review process to ensure thorough and consistent evaluations of architectural proposals? 4. Decision-Making: What are effective methods for making decisions within the ARB, and how can we ensure transparency and accountability? 5. Documentation and Communication: What templates or tools would you recommend for documenting reviews and communicating decisions to stakeholders? 6. Measuring Success: How can we establish criteria for measuring the success and impact of the ARB on our architectural practices? Your expertise and experience in this area would be invaluable to us as we embark on this initiative. Any additional insights or resources you could provide would be greatly appreciated.

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