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Title: AI Ethics and Customer Care: Some Considerations from the Case of “Intelligent Sales”
Authors: Wolf, Christine T.
Issue Date: 2020
Publisher: European Society for Socially Embedded Technologies (EUSSET)
metadata.dc.relation.ispartof: Proceedings of 18th European Conference on Computer-Supported Cooperative Work
Series/Report no.: Reports of the European Society for Socially Embedded Technologies: vol. 4, no. 1
Abstract: This note considers the topic of AI ethics as it relates to applied, industrial AI projects. In particular, it examines “intelligent sales,” a strategic management concept that envisions the enhancement of workflows within a sales organization with the use of Big Data and artificial intelligence (AI). This note examines common depictions of intelligent sales campaigns in management literature, identifying key topics in these discourses: data fusion, responsive customer care, automation, and streamlined delivery. We focus on ways in which intelligent sales is envisioned to enrich the customer-sales relationship through the use of Big Data and AI, surfacing ethical considerations around: training data and the use of AI outputs in everyday work practices. This paper contributes to discourses on the fairness, accountability, and transparency (FAccT*) of algorithmic systems by raising a number of emergent concerns in enterprise AI applications and in particular some considerations from the emergent management concept intelligent sales.
metadata.dc.identifier.doi: 10.18420/ecscw2020_n02
ISSN: 2510-2591
metadata.mci.conference.sessiontitle: Notes
metadata.mci.conference.location: Siegen, Germany 13 - 17 June 2020
Appears in Collections:ECSCW 2020 Exploratory Papers and Notes

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