- To
- Leadership of the entity
- Kind of entity
- Customer services
- Desk
- Customer service desk
- The agent
- Finds the file and the cause, drafts the reply with the rule
- Decides
- Head of customer service approves the reply
- Where it runs
- On the entity’s own servers in the country, with local models. An outside model is used only with the entity’s permission, and identity data is masked first.
- First meeting
- Digital team and Head of the unitAdd information security early: their questions decide the deployment.
- Next step
- One meeting to agree the area, then an assessment of how it runs today and where files wait.
Questions to ask any AI vendor
- Where is our data stored and processed, and can it stay on our servers in the UAE?
- Does the routine work continue without internet?
- Which tasks go to outside models, and what is masked before they do?
- Who takes each decision, the system or an official, and who sets that?
- Can we export the full decision log: who decided, when, on what grounds and from which sources?
- How does an agent get more rights, and who approves it?
- What happens to our rules, data and models if the contract ends?
- Which standards does the vendor hold today, and which are in progress?
Prepared with the SORP starting kit. Yours to edit and share.
