Responsible and Ethical AI
Governing Principles for the Use of AI in Verint Products
June 2024

Table of Contents
Introduction ..................................................................................................................... 1
Verint AI Strategy ............................................................................................................ 1
Guiding Principles for AI .................................................................................................. 2
Appropriate: Using AI appropriately for customer engagement solutions .................... 2
Secure and Private: Designing AI for privacy, security, and compliance ..................... 3
Fair: Building AI to avoid unfair sensitive bias ............................................................. 3
Accountable to People: Delivering trusted output that is accountable to people .......... 3
Processes and Controls .................................................................................................. 3
Development and Deployment Practices ..................................................................... 3
Verint AI Model Management: Data Use Sourcing Rules ............................................ 4
AI Considerations and Guidelines ............................................................................... 5
Transparency ........................................................................................................... 5
Ethical Decision Making ........................................................................................... 5
Bias and Discrimination ............................................................................................ 6
Privacy Concerns ..................................................................................................... 6
Security Risks .......................................................................................................... 6
Legal and Regulatory Considerations ...................................................................... 6
Misinformation and Manipulation.............................................................................. 7
Unintended Consequences ...................................................................................... 7
Model Monitoring ......................................................................................................... 7
Passive Monitoring ................................................................................................... 8
Active Monitoring...................................................................................................... 8
Support for AI .............................................................................................................. 8

Unauthorized use, duplication, or modification of this document in whole or in part without the written consent of Verint Systems Inc. isstrictly prohibited. By providing this document, Verint Systems Inc. is not making any representations regarding the correctness orcompleteness of its contents and reserves the right to alter this document at any time without notice. Features listed in this document are
subject to change. Contact your Verint representative for current product features and specifications. All marks referenced herein with the ®
or TM symbol are registered trademarks or trademarks of Verint Systems Inc. or its subsidiaries. All rights reserved. All other marks aretrademarks of their respective owners. © 2024 Verint Systems Inc. All rights reserved worldwide.

Introduction
As a provider of Customer Experience (CX) Automation offerings that incorporate artificial intelligence(AI), Verint is committed to ensuring its solutions not only deliver significant ROI to our customers but also
leverage AI in an ethical, responsible manner. The Verint Open Platform is architected with data and AI at
its core, with best-of-breed applications and AI-powered bots that automate a broad range of functions
impacting the cost and quality of CX. This document highlights our AI strategy, the principles we follow as
we execute on that strategy, and the processes, controls, and guidelines we have put into place to guideour use of AI.

Verint AI Strategy
Verint Da Vinci™ AI is core to the Verint Open Platform and powers the applications our customers use
every day. To keep pace with the rapid innovation in the AI industry, Verint’s AI model development is an
open approach that strategy incorporates both proprietary and third-party models. Our open approach to
AI means customers can be confident in an investment in Verint Da Vinci AI for the long term.
Verint Da Vinci AI maximizes impact by injecting AI directly into business workflows, putting AI at thefingertips of our customers. By injecting AI directly into business workflows, users of our solutions can:•Convert unstructured data to intelligence and action.

•

Use machine learning to improve business processes.

•

Detect anomalies in data and take appropriate action.

•

Identify trends and opportunities with predictive modeling.

We have infused Verint Da Vinci AI into a growing team of specialized bots, each of which is built to use
AI to do one thing and to do it well. Our bots live in the Verint Open Platform and are deployed for use
both in the platform as well as with Verint solutions implemented in other clouds. Customers cangenerally choose to deploy any or all our bots with their Verint solutions. Each bot works to augment ourcustomers’ human workforces and enhance CX automation, such as by:•Summarizing interactions.

•Removing after-call work efforts.

•

Responding to customer inquiries in self-service and deflecting contacts.

•

Automatically scoring quality evaluations across interactions.

•

Forecasting future customer interaction demand across channels.

Our AI models are trained on public, open source, licensed, synthetic, anonymous, and de-identified data
sets generated from the Verint Engagement Data Hub to make smarter and faster decisions. These
trained AI models are not publicly accessible, no customer data is actually incorporated into
enhancements or new offerings, and these models are only available for use by our customers.
Engagement data may consist of:•Interaction data across channels•

Experience data from both customers and employees.

•

Workforce performance data

The Verint Open Platform has unique capabilities to harmonize these diverse data types from multiple
applications into a cohesive whole. The AI models within Verint Da Vinci can also be further trained on an
Unauthorized use, duplication, or modification of this document in whole or in part without the written consent of Verint Systems Inc. isstrictly prohibited. By providing this document, Verint Systems Inc. is not making any representations regarding the correctness orcompleteness of its contents and reserves the right to alter this document at any time without notice. Features listed in this document are
subject to change. Contact your Verint representative for current product features and specifications. All marks referenced herein with the ®
or TM symbol are registered trademarks or trademarks of Verint Systems Inc. or its subsidiaries. All rights reserved. All other marks aretrademarks of their respective owners. © 2024 Verint Systems Inc. All rights reserved worldwide.

organization’s specific data to improve their ability to provide better insight and enhance CX automation.
When such additional training occurs, those uniquely trained AI models are available for use only by thatspecific organization.
Verint Da Vinci AI services and models are built in Verint Labs, in combination with data from theEngagement Data Hub within the bounds of the Verint Open Platform. Verint Labs are secure, controlledenvironments managed by a team of data and AI scientists actively collaborating with customers on
specific projects, with the infrastructure to securely incorporate tools and algorithms from partners,
external research organizations, and universities. This team drives the research-to-product pipeline of
Verint Da Vinci and the Verint Open Platform by focusing on improving our AI and machine learning
capabilities.

Guiding Principles for AI
AI is integral to the Verint Open Platform and powers the applications our customers use every day.
Verint realizes that advanced technologies like AI can raise important challenges that must be addressed
clearly, thoughtfully, and directly. The principles that guide our use of AI in our offerings include:•

Deploying AI only for appropriate uses.

•

Using AI securely and in compliance with privacy and other regulations.

•

Working to ensure AI operates in a fair and safe manner.

•

Designing AI to be controlled and accountable to people.

These principles inform our commitment to developing AI technology responsibly and ethically. They areincorporated into our company culture and are ingrained in the processes used to deliver the technologies
and solutions we provide our customers.

Appropriate: Using AI appropriately for our solutions
Verint works to limit potentially harmful applications as we design and deploy AI technologies. We review
the AI technologies we deploy, their use cases, and the related risks. Verint also evaluates how the AI
technology will scale across billions of interactions and global deployments to help ensure the AI
technology we offer can provide the value we intend.

Unauthorized use, duplication, or modification of this document in whole or in part without the written consent of Verint Systems Inc. isstrictly prohibited. By providing this document, Verint Systems Inc. is not making any representations regarding the correctness orcompleteness of its contents and reserves the right to alter this document at any time without notice. Features listed in this document are
subject to change. Contact your Verint representative for current product features and specifications. All marks referenced herein with the ®
or TM symbol are registered trademarks or trademarks of Verint Systems Inc. or its subsidiaries. All rights reserved. All other marks aretrademarks of their respective owners. © 2024 Verint Systems Inc. All rights reserved worldwide.

Secure, Private, and Compliant
AI technologies are often exposed to large amounts of personal data, raising issues related to data
privacy and security. Verint designs and develops AI technologies using research and development bestpractices.
Verint works to develop its AI systems in compliance with applicable laws and regulations and designs
such systems in a manner that allows compliant use by customers. This includes respecting third-party
intellectual property rights in the design and development process.
Verint also supports the adoption of data protection, compliance, and privacy regulations to address risks
associated with AI, as well as the implementation of safe data handling practices, and undertakes annual
policy reviews and updates to keep pace with changes.

Fair: Building AI to avoid unfair sensitive bias
AI algorithms and datasets can reflect and/or reinforce unfair sensitive biases. Verint understands that
distinguishing fair from unfair biases is not always simple and may differ across cultures and societies.
We seek to avoid the use of our AI solutions resulting in unjust impacts on people, particularly thoserelated to sensitive characteristics such as race, ethnicity, gender, nationality, income, sexual orientation,
disability, age, and political or religious belief.

Accountable to People: Delivering trusted output that is accountableto people
The AI technologies and use cases Verint offers provide appropriate opportunities for assessments,
relevant transparent explanations, and value. Our AI technologies are subject to appropriate human
direction and control. This helps to manage risks related to ethical use cases, unintended consequences,and transparency, and provides mechanisms to help alleviate misinformation and manipulation.

Processes and Controls
Verint has established and maintains standard practices across its research, engineering, development,
and operational activities when AI is being offered in a solution, including:•

Development and deployment practices in accordance with compliance standards.

•

Model management and data use and sourcing rules.

•

Risk assessments built into processes and reviewed by compliance teams.

•

Model monitoring.

•

Support through our Verint Connect forums.

Development and Deployment Practices
Verint’s AI capabilities are developed and reside within the Verint Open Platform. The Verint Open
Platform includes secure regional cloud environments wherein Verint maintains industry-standard security
practices (https://www.verint.com/verint-cloud-security-and-compliance/ ) that follows applicableguidelines set forth by PCI, GDPR, ISO, SOC2, and HIPAA, as examples. Verint has implemented andmaintains appropriate technical and organizational measures intended to protect personal data against
accidental, unauthorized, or unlawful access, disclosure, alteration, loss, or destruction. Our security
practices govern assets and data within our control, as well as our operating environments.

Unauthorized use, duplication, or modification of this document in whole or in part without the written consent of Verint Systems Inc. isstrictly prohibited. By providing this document, Verint Systems Inc. is not making any representations regarding the correctness orcompleteness of its contents and reserves the right to alter this document at any time without notice. Features listed in this document are
subject to change. Contact your Verint representative for current product features and specifications. All marks referenced herein with the ®
or TM symbol are registered trademarks or trademarks of Verint Systems Inc. or its subsidiaries. All rights reserved. All other marks aretrademarks of their respective owners. © 2024 Verint Systems Inc. All rights reserved worldwide.

Verint AI Model Management: Data Use Sourcing Rules
Verint has also established practices for building, deploying, and managing AI models and data use
restrictions:•Customer data does not leave the Verint secure regional cloud environment when using our AI
services.

•

Verint may access, process and use customer data when improving or creating enhancements or
new offerings related to the SaaS Service, however, no customer data is actually incorporated
into such enhancements or new offerings.

•

Verint’s AI provision in its Master Service Agreement (MSA) makes clear:o

Inputs and outputs are confidential information of our customeroWithout a customer’s written consent, Verint will not directly train AI models withcustomer data

Unauthorized use, duplication, or modification of this document in whole or in part without the written consent of Verint Systems Inc. isstrictly prohibited. By providing this document, Verint Systems Inc. is not making any representations regarding the correctness orcompleteness of its contents and reserves the right to alter this document at any time without notice. Features listed in this document are
subject to change. Contact your Verint representative for current product features and specifications. All marks referenced herein with the ®
or TM symbol are registered trademarks or trademarks of Verint Systems Inc. or its subsidiaries. All rights reserved. All other marks aretrademarks of their respective owners. © 2024 Verint Systems Inc. All rights reserved worldwide.

Note that third-party AI services operate within the Verint Secure Regional Cloud environments. These
services run in a private, not public, configuration. The services are fully controlled by Verint and do not
permit the training of those third-party AI models using customer data, or provide access to inputs andoutputs by those third parties.

AI Considerations and Guidelines
Verint has established a framework of considerations and guidelines for key factors that are involved in
the development, deployment, and use of AI technologies. The framework addresses some common
questions about how AI impacts these solutions. For example, is the service meant only to provide
information for humans to act on, or is it meant for making automated decisions? How explainable are themodel’s predictions? Does the implementation provide any means to understand why the engine madethe prediction it did? Is AI used in a way that can impact human employment or pay? Verint seeks toaddress these considerations across our solution offerings, as discussed above, and evaluates them fromthe following perspectives:

Transparency
Lack of transparency in AI systems, particularly in deep learning models, is a pressing issue. This
opaqueness obscures the decision-making processes and underlying logic of these technologies. To help
provide insight into those opaque areas, we seek to provide the context and scope of the information thatthe underlying algorithms and processes are using. This includes:•

Display transparency: Provides a real-time understanding of the task being performed by the AI,
and of the actions the AI system is taking.

•Explainability: Provides information in a backward-looking manner on the logic, process, factors,
or reasoning upon which the system's actions or recommendations are based.

Ethical Decision Making
Instilling ethical values in AI systems, especially in decision-making contexts with significant
consequences, presents a considerable challenge. Researchers and developers must prioritize theethical implications of AI technologies to avoid negative societal impacts.
We seek to address this by:•

Performing an AI ethics review for new projects as part of the research scope and definition
process. The AI ethics review process explores the possible harms that can be caused by normal
use of the AI: with high quality results; with incorrect or low-quality results; how the technology
could be misapplied; and how the AI can correctly or incorrectly learn as it is used. The Verint
ethics review includes the following questions and a discussion of how each issue may be
mitigated:oWhat possible harms exist when the technology is being used as intended andfunctioning correctly?

oWhat possible harm exists when the technology is being used as intended but giving
incorrect results?

oWhat possible harms exist following from potential misuse of the technology?

oIf the system learns from user input once deployed:▪

What checks and limitations are intended with respect to system learning?

▪

Does that learning incorporate any customer specific data?

▪

Is the learning applicable to the offering generally, or only at the tenant level?

Unauthorized use, duplication, or modification of this document in whole or in part without the written consent of Verint Systems Inc. isstrictly prohibited. By providing this document, Verint Systems Inc. is not making any representations regarding the correctness orcompleteness of its contents and reserves the right to alter this document at any time without notice. Features listed in this document are
subject to change. Contact your Verint representative for current product features and specifications. All marks referenced herein with the ®
or TM symbol are registered trademarks or trademarks of Verint Systems Inc. or its subsidiaries. All rights reserved. All other marks aretrademarks of their respective owners. © 2024 Verint Systems Inc. All rights reserved worldwide.

Bias and Discrimination
AI systems can inadvertently perpetuate or amplify societal sensitive biases due to biased training data or
algorithmic design. To minimize discrimination and ensure fairness, it is crucial to invest in thedevelopment of unbiased algorithms and diverse training data sets.
We seek to address this by:•

Being aware of commonly known biases that may be present in AI systems, such as data bias,
algorithmic bias, and confirmation bias.

•

Periodically reviewing, evaluating, and addressing AI-generated outputs during the development
process for potential biases and inaccuracies.

•

Addressing bias or accuracy issues reported through our Incident Management System as a
bug/defect.

•

Using AI systems provided by vendors with transparent methodologies and documentation tobetter understand their decision-making processes.

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Documenting and communicating any identified biases and mitigation efforts.

Privacy Concerns
AI technologies often collect and analyze large amounts of personal data, raising issues related to data
privacy and security. To mitigate privacy risks, we endeavor to adhere to safe data handling practices.
We seek to address this by:•Complying with privacy and other laws applicable to Verint as a provider of AI.

•

Adhering to Verint's Code of Conduct, Global Information Security Policy, and privacy policies
when accessing and processing personal data.

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Complying with our contractual obligations concerning the handling of customer data, including
with respect to personal data.

•

Using secure and data privacy linked environments, such as Verint Labs, to research, develop,
and test AI systems or services.

Security Risks
As AI technologies become increasingly sophisticated, the security risks associated with their use and thepotential for misuse also increase. Hackers and malicious actors can harness the power of AI to develop
more advanced cyberattacks, bypass security measures, and exploit vulnerabilities in systems.
We seek to address this by:•

Adhering to Verint's internal AI Use Policy, these guidelines, and our Global Information Security
Policy when using and developing AI systems.

•

Using secure and data privacy linked environments, such as Verint Labs, to research, develop,
and test AI systems or services.

Legal and Regulatory Considerations
New legal frameworks and regulations are being adopted around the world to address the unique issues
arising from AI technologies, including allocation of responsibilities, liabilities, and intellectual property
rights. Legal systems are evolving to keep pace with technological advancements and protect the rights
of individuals and businesses.
The rights and laws that may apply to Verint offerings include:•

Data protection and privacy laws.

•

Intellectual property laws.
Unauthorized use, duplication, or modification of this document in whole or in part without the written consent of Verint Systems Inc. isstrictly prohibited. By providing this document, Verint Systems Inc. is not making any representations regarding the correctness orcompleteness of its contents and reserves the right to alter this document at any time without notice. Features listed in this document are
subject to change. Contact your Verint representative for current product features and specifications. All marks referenced herein with the ®
or TM symbol are registered trademarks or trademarks of Verint Systems Inc. or its subsidiaries. All rights reserved. All other marks aretrademarks of their respective owners. © 2024 Verint Systems Inc. All rights reserved worldwide.

•

Laws applicable to employment, the protection of protected classes, or other human interest
related laws and regulations.

•

Laws regulating the use of AI itself.

We seek to address this by:•

Developing AI systems designed to be in compliance with applicable laws and regulations anddesigning such systems in a manner that allows compliant use by customers.

•

Respecting third-party intellectual property rights in the design and development process.

•

Adhering to Verint's internal AI Use Policy and these guidelines when developing AI services orsystems that are used by our customers.

•

Monitoring and reviewing applicable updates to legal and regulatory requirements and bestpractices.

Misinformation and Manipulation
AI-generated content, such as deepfakes, contributes to the spread of false information and themanipulation of public opinion. Efforts to detect and combat AI-generated misinformation are critical inpreserving the integrity of information in the digital age. Data from individuals (such as customers of ourcustomers) may be collected and fed into AI services for further enrichment or automation and often
includes the type of information (i.e., personal sensitive information, voice audio recordings, pictures,account information, etc.) that can be used by malicious actors to falsely represent an individual.
Scrutinizing the security of each AI service we use—as well as ensuring the AI service does not act onbehalf of or represent itself as the consumer—are core focuses for us.
We seek to address them by:•

Ensuring the data inputs going into an AI service are protected, and there are safeguards toprevent interception or use by third parties for alternative purposes.

•

Ensuring the AI service does not act on behalf of or represent itself as the consumer.

Unintended Consequences
AI systems, due to their complexity and lack of constant human oversight, might exhibit unexpectedbehaviors or make decisions with unforeseen consequences. This unpredictability can result in outcomesthat negatively impact individuals, businesses, or society. Robust testing, validation, and monitoringprocesses can help developers and researchers identify and fix these types of issues before they
escalate.
We seek to address this by:•

Designing AI models used in the service to provide explanations displayed to the human decision
maker.

•

Including in product documentation descriptions of the AI models used with the Verint Open
Platform.

•

Establishing a development approval process that requires review of how AI capabilities are
combined with other Verint functionality, and how the AI will be adopted within the Verint offerings
to restrict further development use cases without required approvals.

Model Monitoring
The Verint Open Platform provides capabilities to both actively (i.e., continually observe and analyze) andpassively (i.e., issues reported through our standard support tickets) monitor AI services deployed for
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subject to change. Contact your Verint representative for current product features and specifications. All marks referenced herein with the ®
or TM symbol are registered trademarks or trademarks of Verint Systems Inc. or its subsidiaries. All rights reserved. All other marks aretrademarks of their respective owners. © 2024 Verint Systems Inc. All rights reserved worldwide.

customers in regional clouds around the world. Model monitoring serves as a measure to maintain thehealth, efficiency, and effectiveness of AI applications or bots.

Passive Monitoring
Verint provides a mechanism for clients, partners, and Verint employees (i.e., professional services teammembers working on behalf of clients) to submit support tickets about application or bot behaviors thatare unexpected or should be investigated. Verint’s support organization will coordinate with theappropriate product, engineering, and research teams behind the scenes to address the issue or toanswer a question.

Active Monitoring
Active model monitors may be put in place as part of the core project definition acrossengineering/architecture, research, and development depending on the use case. Each application or botthat deploys AI can monitor performance and incorporate enhancements back into the core model,
provide additional training data, perform additional model training events, or implement other remediation
tasks to address problems identified by the monitor.

Support for AI
Verint Connect is the Verint extranet for customers and partners and is the primary support mechanism
for these constituents to contact Verint, ask questions, find information, report problems, and receive
training materials. If any question, issue, or problem with an AI component of a Verint solution is
encountered, it can be reported through Verint Connect with the appropriate severity rating for a response
by Verint.

Unauthorized use, duplication, or modification of this document in whole or in part without the written consent of Verint Systems Inc. isstrictly prohibited. By providing this document, Verint Systems Inc. is not making any representations regarding the correctness orcompleteness of its contents and reserves the right to alter this document at any time without notice. Features listed in this document are
subject to change. Contact your Verint representative for current product features and specifications. All marks referenced herein with the ®
or TM symbol are registered trademarks or trademarks of Verint Systems Inc. or its subsidiaries. All rights reserved. All other marks aretrademarks of their respective owners. © 2024 Verint Systems Inc. All rights reserved worldwide.