Our commitment to ethical AI development, transparency, and responsible use of artificial intelligence in customer service and business operations.
At AGORA, we are committed to the ethical and responsible use of AI in customer service and business operations. We prioritize transparency, respect, and the protection of user privacy in our AI-driven interactions.
We believe that the responsible use of artificial intelligence is not only a matter of compliance, but a reflection of our values as an organization. Progress in AI must go hand in hand with respect for the individuals and communities it touches.
Six fundamental principles that guide our approach to responsible AI development and deployment.
Our AI systems enhance human performance through real-time coaching and script optimization. We believe AI should strengthen—not replace—human judgment, providing advisory functions with clear boundaries and limitations.
We collect only data necessary for stated business purposes, with appropriate consent and legal basis. Our robust security framework protects information at every stage with encryption, access controls, and regular audits.
Human operators maintain ultimate decision-making authority. Our systems provide recommendations that humans can accept, modify, or reject, with mandatory human review for critical interactions.
We implement diverse training data, regular bias testing, and inclusive design principles. Quality assurance includes automated checks, risk assessments, and continuous improvement processes.
Explicit consent is obtained before AI processing of personal data. Users can enable or disable AI features, adjust privacy settings, and request human review of AI decisions affecting them.
We adhere to GDPR, CCPA/CPRA, TCPA, and SOC 2 Type II standards. Our practices align with international AI ethics frameworks including EU Guidelines for Trustworthy AI and NIST AI Risk Management.
We retain personal data only for as long as it serves its original purpose, with clear deletion timelines.
Retained for quality assurance, then permanently deleted
Automatically deleted when sale is closed or campaign ends
Deleted within 30 days of account termination
Anonymized and aggregated with identifiers removed
We respect individual autonomy and provide comprehensive control over your data and AI interactions.
View and understand how your personal data is being processed
Request corrections to inaccurate or incomplete data
Request deletion of your data subject to legal requirements
Withdraw consent for AI processing at any time
Request human review of AI decisions affecting you
Export your data to other platforms when applicable
We maintain the highest standards of legal and regulatory compliance across every market we operate in.
General Data Protection Regulation compliance for EU data subjects
California Consumer Privacy Act compliance
Security and availability controls certification
Telephone Consumer Protection Act compliance
We encourage customers, partners, and employees to report concerns about AI use, bias, or potential misuse. All reports are reviewed confidentially and without retaliation.
Report concerns about AI use, bias, or misuse through our dedicated channels
ethics@agoraai.comAll concerns reviewed by our AI Ethics team within 10 business days
Corrective action when applicableAs the field of AI continues to evolve, so too will our safeguards, our governance, and our dedication to using technology responsibly.
We welcome ongoing dialogue with our employees, partners, customers, and regulators, and we remain steadfast in our responsibility to lead with integrity in the era of intelligent systems.