Your AI's Ethical Lapses Could Be Causing CX Disasters

Artificial intelligence is presented as the opposite of natural intelligence, which is demonstrated by animals. By that definition, AI would appear to be free from the social neuroses and discriminations that can plague humans. But machine learning originates from human makers, meaning those shortcomings can be passed along via algorithms and data input. AI is increasingly customer-facing: It includes asking Siri details about an upcoming trip or turning on Netflix and seeing recommendations based on viewing habits. AI touches numerous points along the customer journey, meaning its limitations can have organization-wide consequences.