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Probe Group is the first CX service provider in Australia to achieve ISO 42001 certification across all of its brands, giving clients access to the productivity, quality and fraud detection benefits of AI in their contact centres under an independently audited governance framework.
As enterprise customers – particularly in highly-regulated industries or within government – are demanding the efficiencies and gains in real-time consumer outcomes that come with AI, they also expect companies to be actively managing the associated risks.
The ISO 42001 accreditation, achieved following a comprehensive independent audit, covers Probe CX, Convai and Innovior as well as Probe Group’s internal enterprise systems, bringing every part of the business under a single AI management and governance system.
ISO 42001 is the international standard for AI management. The accreditation requires organisations to demonstrate that AI risks are assessed, that use is controlled, and that the right people are making decisions about its use.
Probe Group is harnessing AI to drive demonstrably improved outcomes for clients – and for their consumers– but use of AI carries risks for both customers and Probe Group itself. Probe Group recognised these risks early and began preparing for certification almost two years ago. The company has also maintained an AI Ethics Committee for more than two-and-a-half years to oversee the responsible deployment of AI technologies.
Contact centres routinely handle sensitive personal and financial information on behalf of household-name brands and government departments, across voice, chat, email and messaging. AI is now widely used across the sector, but few providers can demonstrate independently that they are using it responsibly.
Probe Group Chief Information Security and Risk Officer David Buerckner said Probe's ISO 42001 accreditation addresses growing customer concerns about how vendors govern and manage AI technologies.
“Everybody is using AI. Our customers want to be working with someone who is using it, and using it responsibly. This ISO 42001 accreditation shows our clients that Probe Group is taking a mature approach to how we are using AI to support them,”
David Buerckner
Probe Group Chief Information Security and Risk Officer
“Our clients want the service improvements AI can deliver, but they can’t afford to take on the extra unmanaged risk that is so often associated with AI use to get them. Certification means the assurance work has already been done and independently verified, so they get the benefit without having to perform their own assurance.”
For Probe’s customers, the certification underpins AI capabilities already operating across its contact centres, meaning customers can continue to reap the same benefits – including automated transcription and real-time analysis giving team leaders instant coaching insights across thousands of daily calls – while being confident they are receiving the strongest possible protection.
The same technology is strengthening Probe Group’s quality assurance and, increasingly, frontline fraud detection – flagging suspicious patterns the moment a call ends and helping customers respond faster to evolving social engineering risks. With call centres handling high-volume interactions and sensitive customer data for sectors from finance to retail, this capability makes robust AI governance essential.
“There is no point reducing one risk for a customer by opening the door to a worse one,” Mr Buerckner said.
“This accreditation reinforces that these innovations not only improve performance and reduce fraud risk, but are deployed in a way that is disciplined, secure and aligned with industry safeguards.”
David Buerckner
Probe Group Chief Information Security and Risk Officer
Bringing all three brands under a single certification also means clients adding a new Probe Group service do not need to repeat their AI due diligence.
With regulators and boards sharpening their expectations on AI oversight, Mr Buerckner said providers without a governance framework in place were now well behind.
“This is a 12-to-18-month process. Any provider starting today is starting a long way back, and the market is not going to wait for them. By the time they get to where we are now, we will be two years ahead again.”