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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 more urgent — and CIOs and other executives are well aware of it. Two thirds of the CX practitioners, service leaders, analysts, and consultants from around the world who took part in CX Network’sGlobal State of CX 2024 agreed or strongly agreed they’re increasingly concerned about the ethical use of AI and its future development.