Human vs. humane: How companies pursue AI for enhanced CX [Video]

AI can replicate and sometimes even surpass human ability. But what ethical standards are these technologies being taught to follow, and how do people apply them in practice?

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We’ve all been there. Your laptop breaks down, you miss a flight, or you need to call an insurance company. You hope for a quick conversation to resolve the matter but instead, you’re greeted by a disembodied voice delivering scripted questions and answers with no empathy, passing you through one list of choices after another, leaving you even more frustrated than when you started.

After such a fractured experience, you begin asking harder questions like what biases might be embedded in this technology, how is it processing my data, how often is it audited to ensure fairness and transparency, and can it actually be taught to behave ethically.

As AI takes on a larger role in customer service, these questions are becoming …