IVS - AI Ethics & Responsible AI Use

Scope

This SOP applies to all IVS employees, contractors, and third parties who design, deploy, operate, or interact with AI systems or AI-assisted tools in IVS operations.

Objectives

• Ensure ethical, lawful, and responsible use of AI
• Protect client, employee, and company data
• Prevent misuse, bias, harm, or unauthorized disclosure
• Align with global Responsible AI principles and ISO-aligned governance practices

Approved Use of AI

AI may be used only for legitimate business purposes, including:

• Productivity support (summarization, drafting, analysis)
• Quality assurance, analytics, and automation
• Marketing and creative generation (with approval)
• Internal research and operational support

All AI usage must align with client contracts, NDAs, and internal SOPs.

Prohibited AI Use

The following are strictly prohibited:

• Uploading or inputting client data, PII, call recordings, CRMs, or credentials into external AI tools
• Using AI to bypass controls, policies, or security safeguards
• Using AI to mislead clients, employees, or end-users
• Generating false, deceptive, or fabricated information presented as fact
• Using AI outputs as final decisions without human review where impact is material

Human Oversight & Accountability

• AI outputs must be reviewed and validated by humans
• AI must not be treated as an authoritative or autonomous decision-maker
• Final accountability always remains with the assigned IVS personnel
• High-impact decisions (HR, compliance, client reporting) require explicit human approval

Fairness & Bias Mitigation

• AI systems must be used in a way that avoids discrimination or unfair treatment
• Employees must not:
  • Rely on biased outputs
  • Use AI to profile individuals unlawfully
• Suspected bias or unfair outcomes must be reported immediately

Transparency & Disclosure

• AI-generated or AI-assisted outputs must not be represented as human-only work where misleading
• Clients must be informed when AI is used in services if contractually required
• Internal documentation must clearly indicate AI involvement where applicable

Data Privacy & Confidentiality

• AI usage must comply fully with:
  • Data Privacy & Information Security SOP
  • Confidentiality & NDA Handling SOP
• Default rule: assume all data is confidential
• Only IVS-approved AI tools may be used for work purposes

Use of External AI Tools

• External AI platforms require prior approval from IVS management
• Employees must not:
  • Train AI models using IVS or client data
  • Store AI outputs containing sensitive information outside approved systems
• Prompt content must not expose internal logic, pricing, or strategies

Risk & Incident Reporting

An AI-related incident includes:

• Data leakage via AI tools
• Harmful, biased, or unethical outputs
• Unauthorized AI tool usage
• Client complaints related to AI behavior

All incidents must be reported immediately to management or HR.

Training & Awareness

• Employees may be required to complete AI ethics or security training
• Lack of training does not exempt responsibility
• Updates to AI policies must be followed immediately upon release

Enforcement

Violations of this SOP may result in:

• Disciplinary action
• Immediate termination
• Legal and financial consequences

Acknowledgment

By using AI systems or AI-assisted tools at IVS, all personnel acknowledge and agree to comply with this AI Ethics & Responsible AI Use SOP.