Hidden AI in the Contact Center: What the EU AI Act Means for CX Leaders - TTEC Digital

In this CX Today interview, Technology Journalist Nicole Willing speaks with Amit Namjoshi, Executive Director of Technology Consulting at TTEC Digital, about why the EU AI Act should matter to customer experience and contact center leaders, not just legal and compliance teams.Namjoshi explains why CX leaders are becoming the “stewards of AI” in customer-facing operations, how hidden AI can appear in tools such as agent assist, call summaries, sentiment analysis, quality management and workforce management, and why organizations need to start with a clear AI inventory.The conversation also explores what buyers should look for when assessing responsible AI use, including governance, transparency, accountability, human oversight, and ongoing monitoring. Amit shares why AI governance should become part of the operational rhythm of the business, from procurement and change control to quality assurance and the AI governance board.Watch the full interview to learn how CX leaders can reduce risk, build trust, and make AI a safe and useful enabler across the contact center.