AI is already showing up in broadband operations, whether or not there is a policy to guide it. Employees are trying new tools, vendors (including Innovative Systems!) are adding AI features, and customers are asking questions. For many providers, the hardest part is simply knowing where to begin.

A good AI policy does not have to start as a lengthy legal document. It starts with a handful of clear decisions your leadership team can make together. Here is some helpful advice for where to get the conversation going.

Decide which AI tools are approved

Start with a clear list of what employees can use and what the company will purchase. Spell out whether free or consumer versions are off limits for company work, and set a simple process for requesting new tools.

Find out whether your data trains the model

Not every provider treats your inputs the same way. Ask whether prompts and data are used to train models, whether that can be turned off, and get the answer confirmed in your contract.

Define what data AI is allowed to see

There is a big difference between a generic question and one that includes customer or company details. Classify your data, set clear boundaries for each category, and be explicit about what should never be entered.

Build in human review

AI output should not go out unchecked. Decide when a person must review results, who is accountable for the final product, and which actions always need sign-off.

Think about how you will educate your customers

Your customers are using AI too. Plan how you will explain your own use of AI, and make sure someone is ready to answer their questions.

Our AI Policy Kickoff Framework walks through key decisions your policy should address, with prompts to help your team capture its answers. Download the full document today and start building a policy your team and board can stand behind.