Table of Contents
Question
You are an executive for a large company that has a customer service department. Recently some of the top managers have been talking about replacing customer service representatives with an AI chatbot. Some of the managers feel like the chatbot should impersonate a human customer service representative. They argue that if customers know it’s an AI chatbot then they would immediately disconnect. Other managers feel like it would be unethical to impersonate a human. What would be the best place to communicate your decision?
A. Create a Responsible AI Policy and Governance framework.
B. Create a Profitability with Generative AI Action Plan document.
C. The executives should leave it to the product development team.
D. Schedule a company-wide meeting.
Answer
A. Create a Responsible AI Policy and Governance framework.
Explanation
The best place to communicate your decision in this scenario would be to choose A. Create a Responsible AI Policy and Governance framework.
Creating a Responsible AI Policy and Governance framework allows for a thoughtful and ethical approach to incorporating AI technologies, such as chatbots, within the customer service department. This framework provides guidance, principles, and guidelines to ensure the responsible and ethical use of AI in the company’s operations.
Here’s why choosing option A is the best approach:
- Ethical Considerations: Impersonating a human customer service representative raises ethical concerns. Misleading customers into believing they are interacting with a human when they are actually conversing with an AI chatbot can be seen as deceptive. An AI Policy and Governance framework can explicitly address these ethical concerns and guide decision-making on the appropriate use of AI.
- Transparency and Trust: Building trust with customers is crucial for any organization. Transparency about the use of AI chatbots can be a key element in establishing trust. The AI Policy and Governance framework can emphasize the importance of transparency, ensuring that customers are informed when they are interacting with an AI chatbot and have the option to choose a human representative if desired.
- Customer Experience: The framework should prioritize the customer experience and focus on delivering efficient and effective support. It can outline guidelines for designing AI chatbots that provide accurate and helpful responses while maintaining a clear distinction between human and AI interactions. This way, customers can have realistic expectations about the capabilities and limitations of the chatbot.
- Legal and Compliance Considerations: A comprehensive AI Policy and Governance framework can also address legal and compliance aspects related to AI usage. It can ensure adherence to data protection regulations, privacy considerations, and any legal requirements regarding disclosure of AI chatbot usage to customers.
By creating a Responsible AI Policy and Governance framework, the company can establish a clear stance on the responsible and ethical use of AI chatbots. This framework enables decision-making that aligns with the company’s values, fosters transparency and trust, and ensures a positive customer experience while complying with legal and regulatory requirements.
Option B is not appropriate because creating a Profitability with Generative AI Action Plan document primarily focuses on financial considerations rather than addressing the ethical concerns and responsible use of AI.
Option C is not advisable because leaving the decision solely to the product development team may neglect important ethical considerations and customer perspectives. The decision should involve input from executives who can consider a broader range of factors.
Option D, scheduling a company-wide meeting, may be a part of the process, but it is not sufficient on its own. The decision-making process should be guided by a comprehensive AI Policy and Governance framework to ensure consistency, ethical considerations, and compliance throughout the organization.
Reference
- Responsible AI principles from Microsoft
- Responsible AI Toolkit: PwC
- Microsoft’s framework for building AI systems responsibly – Microsoft On the Issues
- Generative AI Certificate Q&A: AI-driven chatbot giving inaccurate and rude responses to customers’ questions. How should deal with this issue? (pupuweb.com)
- Generative AI Will Enhance — Not Erase — Customer Service Jobs (hbr.org)
- Responsible AI | AI Ethics & Governance | Accenture
- Frontiers | Governance of Responsible AI: From Ethical Guidelines to Cooperative Policies (frontiersin.org)
- What is Responsible AI? | Definition from TechTarget
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