AI and governance
Enterprise AI needs bounded autonomy
The useful question is not whether an AI agent can act. It is where it may act, what evidence it uses and how the organisation remains accountable.
Give autonomy a boundary
Define permitted decisions, protected actions, confidence thresholds and explicit escalation paths. The boundary should be testable and observable, not implied by a prompt.
Orchestrate the whole journey
An AI capability becomes valuable when it can use trusted context, call the right tools and hand over cleanly. That requires orchestration across CRM, knowledge, contact centre and enterprise services.
Evaluate continuously
Monitor quality, safety, task completion, containment, customer effort and downstream rework. Evaluation should reflect real journeys and changing data, not a fixed demo set.
Build a shared vocabulary
The Voice AI Glossary provides plain-language definitions for the terms used across this site.