CX Today Trustworthy AI Without the Black Box - Diabolocom
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Jan 8, 2026 James Scott, Senior Solutions Engineer at Diabolocom, shines a light on the future of AI in customer experience. He emphasizes the importance of clarity and specificity in AI deployments, arguing that transparency leads to better ROI. As regulations tighten, Scott explains how Diabolocom's ownership of its data pipeline ensures compliance and security. He advocates for smaller, specialized models to tackle unpredictability and reduce risk. With tools for measurable performance, he outlines how organizations can trust AI results while scaling effectively.
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Clarity Beats Hype For AI ROI
- AI delivers ROI when you define clear problems and measure specific outcomes instead of chasing hype.
- James Scott stresses purpose-built, transparent solutions over general-purpose tech for success.
Control The Entire Data Pipeline
- Own your data pipeline to ensure sovereignty, minimization, and regulatory compliance.
- James Scott explains Diabolocom controls acquisition, annotation and storage to meet GDPR and AI Act requirements.
Small Models Reduce Risk
- Smaller, domain-specific models reduce data needs, unpredictability, and compliance risk versus black-box LLMs.
- James Scott says focused models make behavior more observable and deterministic for CX tasks.