GenAI Can’t Scale Without Responsible AI

GenAI poses serious risks to companies using it to engage consumers — Boston Consulting Group’s RAI framework can help protect your firm.

While Generative AI (GenAI) has massive potential when it comes to engaging customers with greater personalization and efficiency, the risks of deploying GenAI are considerable. For example, one car dealership’s chatbot made a costly error when it offered customers a car for only $1. Other costly GenAI errors can include biased hiring and consumer and corporate data leaks. Given that GenAI systems are nondeterministic — in that they produce multiple and varying responses to the same questions and converse with several users simultaneously — firms may struggle to prevent such system lapses. However, while it may be tempting to simply accept GenAI’s risks, treating them as “one-off” errors when they arise, doing so can perpetuate misinformation and trigger intellectual property (IP) concerns. Conversational GenAI agents, such as chatbots, can also cause severe damage to your brand and valued customer relations if they go off-brand (for example, by using offensive language).