Conference Paper
AI Ethics and Customer Care: Some Considerations from the Case of “Intelligent Sales”
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Date
2020
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Publisher
European Society for Socially Embedded Technologies (EUSSET)
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.