A Practical Guide to AI Governance in Contact Centers
TechTarget, Monday, September 21st, 2026
Contact centers need formal AI governance frameworks to manage automated systems that act at scale without human oversight.
Andrew Froehlich of West Gate Networks argues contact center leaders need formal AI governance frameworks to manage risks from automated systems operating at scale without human oversight.
The recommended framework addresses data usage, model behavior monitoring, customer disclosure requirements, and clear handoff procedures to human agents.
Implementation requires establishing decision rights, categorizing AI systems by risk level, and maintaining comprehensive audit trails.
Following structured governance pillars and repeatable implementation steps, from proposal through production operations, lets CX leaders scale AI capabilities while protecting customer trust and regulatory compliance.