Zuora's approach to AI
Zuora provides a leading monetization suite to build, run, and grow a modern business through a dynamic mix of usage-based models, subscription bundles, and everything in between. From pricing and packaging, to billing, payments, and revenue accounting, Zuora’s flexible, modular software platform is designed to help companies evolve monetization strategies with customer demand.
As artificial intelligence (AI) plays an increasing role in modern business, Zuora is committed to delivering AI-driven solutions in a way that is transparent and ethical, provides tangible value to our customers, and is aligned with our customers’ best interests. This page outlines Zuora’s perspective on AI, including how we address responsible AI practices, and where to go for more information.
At Zuora, we have established a cross-functional team that includes some of our most senior leadership to oversee and endorse Zuora’s AI vision and guiding principles along with Zuora’s use of AI within our products. This team reviews use cases, sets standards, answers questions, and seeks consistency in our corporate approach.
Our AI vision and guiding principles
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Customer-centric: We design AI solutions that bring tangible value to our customers to optimize business solutions without compromising our customers’ data.
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Innovation and integrity: We embrace cutting-edge AI techniques to continuously drive innovation and provide tangible value while upholding high standards of integrity in data usage and software design.
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Transparency and trust: We strive to be clear about when and how AI is used in our products, ensuring customers understand the benefits, limitations, and safeguards of our AI capabilities.
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Collaboration and continuous improvement: We actively engage with customers, partners, and industry thought-leaders to refine our AI solutions over time and further our collective understanding of responsible AI.
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Safety and security: We make safety and security a top priority, and safeguard our customers’ data as we always have.
Scope of AI at Zuora
We believe in harnessing AI to augment human expertise, rather than replace it. Ultimately, our AI solutions are designed to empower modern businesses to make informed decisions and elevate the subscriber experience without putting customer data at risk.
Zuora’s AI-related capabilities span across various areas of the monetization suite and are primarily either opt-in or optional AI solutions (like Zuora Copilot for Billing Operations within Zuora Billing) or focused, AI-driven products and features where the AI is the value of the offering (like our Zuora AI Paywall add-on to Zephr). The Zuora products and features that make use of AI and the ways they do so are described in more detail throughout our product documentation. For a current list of where and how AI is used in Zuora's products, contact your Zuora account team.
Responsible and ethical AI
- Fairness and inclusivity: We approach AI thoughtfully to minimize bias and promote fairness. Our data science and product teams evaluate and refine AI outputs to help mitigate unintended outcomes.
- Privacy and security: Protecting customer data and personally identifiable data is paramount. Our uses of AI adhere to Zuora’s data governance protocols and comply with global privacy regulations, including GDPR and CCPA. Customer data is encrypted in transit and at rest.
- Accountability and transparency: Zuora is committed to documenting our AI features and their intended use cases. We offer guidance and best practices to help our customers understand when AI is being used and how it may affect business workflows.
- Continuous monitoring and improvement: We proactively monitor our uses of AI, leveraging feedback loops and periodic audits to identify and correct potential issues or biases. Our goal is to continuously refine our AI offerings to meet evolving customer needs and regulatory standards.
What Zuora won't do
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We will not hide our use of AI; instead, we seek to be as transparent as possible by providing clear documentation that explains our features and describes our training approaches when helpful or appropriate.
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We will not ignore feedback and ideation, and will learn and grow as we go. AI products and features improve with feedback, tuning, and retraining over time.
- We will not ignore societal impacts, such as job displacement, potential misuse, or unintended consequences.
Additional resource
For more information about Zuora’s broader data protection policies and practices, visit https://www.zuora.com/about/legal/.
If you have specific questions about Zuora’s AI solutions, data handling practices, or any other related topics, contact your Zuora representative.