Pega Helps Businesses Mitigate Risk with AI Transparency Controls

Pegasystems has introduced a capability to provide organizations control over the transparency of their artificial intelligence (AI) customer engagement models. According to the vendor, the latest release of the Pega Customer Decision Hub will enable users to improve deployment of AI algorithms based on transparency thresholds within their business and also help mitigate potential risks and maintain regulatory compliance.

While businesses are increasingly deploying AI to gain better insights into customer needs and provide more personalized service, sales, and marketing, not all AI models are built with the levels of transparency they may need to fully understand how AI makes its decisions, says Pegasystems. While some opaque AI algorithms may drive powerful performance, the complex logic behind these "black boxes" can’t be fully explained, resulting in a tradeoff that becomes more problematic when the model causes unintended actions. The need for greater transparency is also exacerbated, says Pegasystems, because the General Data Protection Regulation (GDPR), which goes into effect in May 2018, mandates that businesses must be able to explain the logic behind AI models using European customer data to make decisions or risk fines for non-compliance.

As part of the AI-powered Pega Customer Decision Hub, the T-Switch will allow organizations to set the appropriate thresholds for AI transparency or opaqueness. Businesses will be able to predefine these levels for each AI model using a simple sliding scale from one (most opaque) to five (most transparent). The transparency scores will help guide business users to build AI systems using the right models that meet their organization’s transparency requirements.

Pega Customer Decision Hub users will access the T-Switch and all other Pega AI tools in a newly centralized Business Control Center for AI, allowing users to create, import, adjust, and monitor their AI models to drive better business outcomes in a single dashboard, the company says.

The T-Swich capabilities will be available by the end of October with the release of a new version of the Pega Customer Decision Hub.

For more information, go to www.pega.com/artificial-intelligence-business.