AI Ethics and Customer Care: Some Considerations from the Case of “Intelligent Sales”
| dc.contributor.author | Wolf, Christine T. | |
| dc.date.accessioned | 2020-06-05T23:52:34Z | |
| dc.date.available | 2020-06-05T23:52:34Z | |
| dc.date.issued | 2020 | |
| dc.description.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. | en |
| dc.identifier.doi | 10.18420/ecscw2020_n02 | |
| dc.identifier.pissn | 2510-2591 | |
| dc.identifier.uri | https://dl.eusset.eu/handle/20.500.12015/3406 | |
| dc.language.iso | en | |
| dc.publisher | European Society for Socially Embedded Technologies (EUSSET) | |
| dc.relation.ispartof | Proceedings of 18th European Conference on Computer-Supported Cooperative Work | |
| dc.relation.ispartofseries | Reports of the European Society for Socially Embedded Technologies: vol. 4, no. 1 | |
| dc.title | AI Ethics and Customer Care: Some Considerations from the Case of “Intelligent Sales” | en |
| dc.type | Text/Conference Paper | |
| gi.conference.date | 13 - 17 June 2020 | |
| gi.conference.location | Siegen, Germany | |
| gi.conference.sessiontitle | Notes | |
| mci.conference.review | full |
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