Artificial Intelligence (AI) is reshaping the way organizations operate, and at Calabrio, we believe its potential lies in empowering our customers to work smarter, faster, and more efficiently. But with innovation comes responsibility. That’s why Calabrio has built a comprehensive AI governance framework, one that prioritizes security, transparency, privacy, and trust.
In this post, we’ll walk you through how Calabrio defines AI, how we safeguard customer data, and the principles that guide our use of AI in our products and services.
How Does Calabrio Define AI?
At Calabrio, we define AI as a tool that has the capability to infer. This means that outputs, such as predictions, recommendations, decisions, or generated content, are produced through inference from data inputs.
This is distinct from traditional systems or certain machine learning processes, which generate outputs through rule-based, programmatic approaches. To ensure clarity and accountability, we evaluate each of our tools individually and use our best judgment to determine when a software tool should be considered AI.
Who Owns the Data?
We’ll say it plainly: you own your data.
- We never share customer data with other customers or third parties without explicit permission.
- Any output generated from your use of Calabrio products—whether it’s a prediction, a sentiment analysis, or an interaction summary—remains your property.
- Data retention is governed by our Data Retention Policy and your Master Services Agreement (MSA) and/or Data Protection Addendum (DPA) with Calabrio.
- We do not transfer customer data without authorization, and our MSA and DPA include Data Protection terms to ensure compliance and security across all products, including those with AI features.
Supporting Customers at Their Own Pace
We recognize that AI adoption is a journey, and not every organization is ready to leverage all AI-driven features immediately. That’s why we provide flexibility and control:
- Customers can deactivate specific AI features within our products if they choose.
- This allows organizations to adopt AI capabilities at a pace that aligns with their readiness, policies, and business priorities.
Is Customer Data Used to Train AI Models?
At Calabrio, we’re transparent about how customer data is used in AI. Your data is not used to train underlying, generic models. Features like Interaction Summary, Auto QM, Sentiment, and Custom Tags use stateless AWS Bedrock calls, so nothing is stored or fed back into large language models. For some products, like Trending Topics, customer data is used to tailor models to your organization only. These improvements stay within your tenant and are not shared across customers.
Principles That Guide Calabrio’s Use of AI
We recognize that AI, especially Generative AI, is evolving rapidly, and so is the regulatory landscape. Our governance framework is built on clear principles that act as guardrails for safe and ethical use
- AI Should Deliver Value: AI capabilities are designed to make our customers more efficient and productive.
- Customer Data Belongs to the Customer: Your data is yours, always.
- Data Security is Non-Negotiable: We embed strong cybersecurity practices, from encryption to penetration testing, guided by frameworks like NIST and CIS Controls. Learn more at our Trust Center.
- Compliance and Transparency: We monitor emerging AI regulations worldwide and design our products with compliance in mind. We are transparent when our tools use AI, even when not legally required.
- Safe Model Selection and Training:
- We use a mix of internally trained and third-party models from trusted vendors and the open-source community.
- All code is subject to our secure software development lifecycle.
- We fine-tune models using synthetic or anonymized data, never using your data for others.
- We prioritize bias prevention by evaluating the training methodologies of our foundational models and preferring those that reflect diverse demographics.
- AI is Not Perfect, But We’re Always Improving: We acknowledge that AI can produce inaccurate results (such as hallucinations). That’s why we continuously monitor, evaluate, and refine our tools to minimize errors.
Certified Security You Can Trust
Calabrio’s AI governance doesn’t stop at principles; it’s backed by rigorous testing, certifications, and meets the highest industry standards including
- SOC 2 Type II
- ISO 27001
- PCI DSS 4.0 Attestation of Compliance (Service Provider)
But our commitment goes further. At Calabrio, we believe AI should be both powerful and responsible. That’s why we’re working toward ISO 42001 certification, the new global standard for AI governance. When achieved, it will provide customers with even greater assurance that our AI is built on a foundation of compliance, transparency, and integrity.
These certifications underscore our commitment to safeguarding customer data across every product and feature, AI-driven or not.
Innovation with Accountability
AI is transforming customer engagement, and Calabrio is committed to delivering its benefits responsibly. Our governance framework ensures that every step we take, whether defining AI, safeguarding data, or building ethical guardrails, prioritizes customer trust
By combining innovation with accountability, we give our customers the confidence to adopt AI at their own pace, knowing their data is secure, private, and protected.
Learn more about our security practices and compliance at the Calabrio Trust Center.
