Combining Artificial Intelligence With Human Ethics For Better Engagement
Embedding AI-based Decision-ing Engine Inside an Ethical Framework
If you believe the robot takeover is imminent, you're not alone. Science
fiction has long painted artificial intelligence (AI) overtaking and eventually
enslaving humans. But today, AI is much more benevolent, practical,
functional, and already seamlessly integrated into our daily lives.
Empathy is not about humans versus AI; it's about using the best of what
both offer. The future of AI-based decision-ing is a combination of AI
insights with human-supplied ethical considerations. When many channels
don't feature human agents, AI is the key to powering customer
engagement and optimization across all channels. While only 9% of
respondents said they were very comfortable with businesses using AI to
interact with them, there's no doubt people love self-service options when
they're accurate and efficient.
AI can do the heavy lifting in terms of decisions. Decisioning combines
machine learning to predict customer behavior and rules, which humans
supply. For example, human and machine insights determine the following
best action for a customer by embedding the AI-based decision-ing engine
inside an ethical framework.
Transparency is also key to helping customers better understand how AI
works. Therefore, organizations must employ transparent AI where
appropriate, which means their machines can explain precisely why AI
made a decision. For example, when someone applies for a credit card and
is denied, the exact reasons are readily available.
For now, empathetic AI isn't about teaching machines to feel but instead
using AI and rules about ethics and empathy to determine the following
best action to take for a customer. AI can decide on its own, based on the
data it collects and the rules in place, or it can recommend a course of
action to a human. Empathy is more than just delivering the right content or
offer; 67% of the audience doesn't believe relevant and valuable offers are
examples of AI demonstrating empathy. The following best action might be
to make an offer, or it might be to say thanks. It might be to pause and
listen to the customer first. And it could even be to put all actions on hold if
that is what's best for the customer.
Empathy Means Nothing Without Action.
We use our real-time, omnichannel AI capabilities to provide the most
prominent global brands with the ability to control their AI for impact and
empathy. In addition, we give organizations the technology to switch
between opaque AI and transparent AI, depending on what is required and
the tools to build and enable more empathetic actions.