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5. Expand horizon scanning to include customer sentiment
In April 2023, Italy became the first Western country to (temporarily) block an advanced GenAI chatbot amidst concerns over the mass collection and storage of personal data.3 Japan’s privacy watchdog also spoke out, warning it not to collect sensitive data without people's permission.4
Such actions can, at a stroke, destroy the value of investments in AI. Systematic forward-looking analysis or horizon scanning is vital to reduce the uncertainty of regulatory change and help avoid unexpected developments. But it’s not just about regulations – companies also need to stay in touch with what customers are thinking about AI usage and data privacy. Stay ahead of regulators by talking to your customers regularly to understand acceptable limits and “no-go” areas.
6. Invest in compliance and training
In a relatively short time, interest in using AI has multiplied, putting pressure on employees across organizations to understand the implications of its use and the impact on data privacy. Many organizations may have to hire additional specialists as well as train and upskill existing compliance teams, combining on-the-job with theoretical studies.
It’s especially important to train employees in AI-facing roles such as developers, reviewers and data scientists, helping them understand the limitations of AI, where AI is prone to error, appropriate ethics and how to complement AI with intervention from a person. In addition to operational guidance on implementing AI controls, you will need to create a mindset that balances innovation with an appreciation of data privacy and ethics.
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