AI Ethics and Customer Care: Some Considerations from the Case of “Intelligent Sales”
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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.