Artificial intelligence (AI) is reshaping the customer experience in
remarkable ways. What began as simple automation is evolving into
systems that can learn, reason, and soon act on behalf of customers
and employees. This shift towards agentic AI opens up exciting
opportunities to create new value, not just automate existing work. Yet
greater autonomy also introduces new risks, heightening the need for
credible, independently verified AI governance.
That’s why we are excited to share that the Genesys Cloud™ platform
has achieved ISO/IEC 42001:2023 certification for our AI Management
System (AIMS). This globally recognised standard is the first of its kind
focused on managing AI responsibly. It outlines how organisations can
establish, operate, and continuously improve an AI management system
with structured controls for risk, oversight, and performance.
Earning ISO/IEC 42001 certification represents a major milestone in our
ongoing commitment to responsible AI. I recently spoke with Louise
Willemse, Principal Product Manager for Security, Privacy, AI and
Compliance at Genesys, to discuss the scope of ISO/IEC 42001 for
Genesys Cloud, its value to CX leaders and what lies ahead for AI
governance. Below is a recap of our conversation.