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Pega's Peter van der Putten on why AI governance needs more than one rulebook
Peter van der Putten, lead scientist and director of the AI Lab at Pega, explains how enterprises govern AI that makes customer decisions on its own, and who stays accountable when it does. He and Greg Kihlström get into what governance looks like inside day-to-day marketing and customer experience work.
"AI governance" covers several different jobs. A predictive model choosing a next-best-action, a generative tool helping a marketer draft copy, and an agent executing a workflow carry different risks and need different controls.
Fairness and transparency belong inside the decision. Van der…
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