Artificial Intelligence (AI) is transforming industries and changing how businesses operate by streamlining processes, improving customer experiences, and providing a competitive edge. This tool has become essential for companies of all sizes. However, just like any technology, there is a responsibility to ensure that AI is used ethically and does not harm individuals or society.
At Experience.com, we believe in using technology responsibly and transparently, and we are committed to limiting the use of AI to tried and tested use cases while ensuring that it is developed and used ethically. By doing so, we can harness the power of AI to drive positive change and innovation while minimizing any potential negative impacts.
What impacts should be considered?
Benefits of properly utilized AI make a large impact on business outcomes. Take small businesses, for example. The evolving experience management and online reputation landscape is highly competitive and a small business’s financial and people resources may not enable them to succeed against a mid-market or enterprise business. Automation like AI can reduce costs and increase efficiency. It can level the playing field and enable smaller businesses to compete with larger companies, to grow their bottom line and market scope. Additionally, AI-powered chatbots can provide personalized customer service, improving the customer experience and fostering loyalty.
Despite the benefits of AI, ethical concerns need to be considered. One of the main ethical concerns related to AI is privacy and surveillance. As AI systems collect and process vast amounts of data, there is potential for misuse of this data. Companies need to think seriously about the ethical dimensions of what they are doing. Individuals need to educate themselves about tech and its social and ethical implications to decide what role they want big tech and social media to play in their lives. With the rise of deepfake technology, it is increasingly difficult to distinguish between real and fake audio and video recordings, which could undermine trust in journalism, law enforcement, and other institutions that rely on visual or audio evidence.
Another ethical concern related to AI is bias and discrimination. As AI systems rely on data to learn, poorly constructed AIs can demonstrate bias against poorly represented subsets of the data. In particular, AIs that are not well-trained can demonstrate bias against minorities and underrepresented groups. Cases of bias, such as in hiring tools and chatbots, have embarrassed famous corporate brands and created legal risks.
The role of human judgment is perhaps the deepest and most difficult philosophical question of the era related to AI. As AI systems become more advanced, there is a potential for them to replace human judgment in decision-making processes, which raises questions about the role of humans in society. AI presents a major area of ethical concern for society, the role of human judgment, and it requires a course in the moral, social, and political implications of new technologies.
How are we prioritizing positive and ethical AI implementation?
At Experience.com, we believe in leveraging technology to enhance customer experiences while using it in a responsible and ethical manner. We are committed to limiting the use of AI to tried and tested use cases where it has been shown to provide real value to our customers. We believe in identifying the best solution to customer problems and then selecting the most appropriate technology to address those problems.
To ensure transparency, we plan to label AI-powered features on our platform and explain how AI is being used, as well as its potential limitations and risks. We want our customers to clearly understand when AI is being used to analyze their data, make recommendations, or provide other services.
We are also committed to ensuring that the use of AI is ethical and does not perpetuate biases or discrimination. We will take steps to ensure that our AI systems are trained on unbiased data and regularly audited to detect and correct any biases that may exist.
In conclusion, while AI can be a valuable tool for smaller businesses, it is essential to consider the ethical implications of its use. At Experience.com, we believe in using technology responsibly and transparently, and we are committed to limiting the use of AI to tried and tested use cases while ensuring that it is developed and used ethically. By doing so, we can harness the power of AI to drive positive change and innovation while minimizing any potential negative impacts.
More to read about AI concerns
- https://news.harvard.edu/gazette/story/2020/10/ethical-concerns-mount-as-ai-takes-bigger-decision-making-role/
- https://www.forbes.com/sites/nishatalagala/2022/05/31/ai-ethics-what-it-is-and-why-it-matters/
- https://www.nature.com/articles/s42256-022-00585-2
- https://www.forbes.com/sites/nishatalagala/2022/05/31/ai-ethics-what-it-is-and-why-it-matters/
Hina Vinocha
VP of Product Management
