Trust layer
AI must be configurable, auditable, and safe to adopt
Journey’s AI roadmap is designed around customer control. AI can be enabled selectively, audited, reviewed by humans, and governed by permissions and consent rules.
AI feature controls
Turn AI capabilities on/off by customer, PMC, property, or feature area where needed.
Human review
AI-drafted messages, tasks, and recommendations can require user approval before final action.
Audit trail
Track AI-generated, AI-assisted, human-edited, and manual actions.
Governance requirements
| Area | Planned control |
|---|---|
| Tenant isolation | AI context should remain scoped to the customer/PMC/property context. |
| Role permissions | Only authorized users can manage AI settings or approve sensitive actions. |
| Consent | SMS/email/voice consent flags should be respected by automated or assisted actions. |
| Transparency | Users should see when content was AI-generated or AI-assisted. |
| Safety | High-risk topics can be routed for review instead of automatic response. |