Generative AI (GenAI), including powerful technologies like Large Language Models (LLMs), will have a profoundly positive impact on both customer experience and employee productivity within the next five years. The capability of these models to engage in human-like conversations, provide accurate and contextually relevant responses, and continuously learn from interactions offers unprecedented opportunities to enhance customer service.

To prepare for this future, enterprises must take proactive steps to mitigate the known risks associated with GenAI proliferation. These risks can be addressed through two primary strategies: outsourcing risk management and safety to trusted enterprise software providers, such as Contact Center, CRM, or other solution providers, or taking a do-it-yourself approach. In either case, it’s essential to understand the measures needed to mitigate risks and to evaluate the independent solutions that will eventually be integrated into the tools and platforms of GenAI-enabled service providers.

This Opus Research report, “GenAI Trust and Safety: Mitigating Risks and Enabling Solutions”, written by Senior Analyst Amy Stapleton, outlines important vulnerabilities associated with LLMs, what leading solution providers are doing to mitigate these risks, and delivers to executives the resources they need to make informed decisions and take appropriate actions.

Featured Research Reports are available for clients and registered users only.

Click Here to View the Report Summary

For more information on becoming an Opus Research client or to purchase the report, please contact Peter Headrick ([email protected], +1-415-505-2511).

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