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Ethical AI in Customer Interactions: Implementing Safeguards and Governance Frameworks
Subject area: Science,Engineering and Technology · Area of research: AI Ethics
Abstract
As artificial intelligence (AI) becomes increasingly prevalent in customer interactions, ensuring ethical implementation is paramount. This paper presents a comprehensive framework for implementing ethical safeguards and governance structures in AI-driven customer support systems. We examine key ethical considerations, propose a multi-tiered governance model, and discuss practical strategies for mitigating risks. Our findings suggest that a proactive, holistic approach to ethical AI can enhance customer trust, improve brand reputation, and mitigate potential legal and reputational risks.
Keywords
Ethical AI, Governance, Customer Support AI, AI Agents, AI Customer Support
References
[1] Smith, J. et al. (2022). "Privacy Challenges in AI-Driven Customer Support." Journal of AI Ethics, 15(2), 45-62.
[2] Johnson, A. & Lee, S. (2023). "Mitigating Bias in Customer Service AI." IEEE Transactions on AI, 8(3), 312-328.
[3] Brown, M. (2021). "Explainable AI in Customer Interactions." ACM Journal of Responsible AI, 3(4), 78-95.
[4] Garcia, R. et al. (2023). "Human Oversight in Autonomous Customer Service Systems." International Journal of AI and Ethics, 7(2), 201-218.
[5] Taylor, E. & Patel, N. (2022). "Ethical Considerations in Emotional AI for Customer Engagement." AI and Society, 37(1), 89-104.
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How to cite this paper
@article{1705981,
author = {Vamsi Katragadda},
title = {Ethical AI in Customer Interactions: Implementing Safeguards and Governance Frameworks},
journal = {Iconic Research And Engineering Journals},
year = {2024},
volume = {7},
number = {12},
pages = {394-397},
issn = {2456-8880},
url = {https://www.irejournals.com/formatedpaper/1705981.pdf},
abstract = {As artificial intelligence (AI) becomes increasingly prevalent in customer interactions, ensuring ethical implementation is paramount. This paper presents a comprehensive framework for implementing ethical safeguards and governance structures in AI-driven customer support systems. We examine key ethical considerations, propose a multi-tiered governance model, and discuss practical strategies for mitigating risks. Our findings suggest that a proactive, holistic approach to ethical AI can enhance customer trust, improve brand reputation, and mitigate potential legal and reputational risks.},
keywords = {Ethical AI, Governance, Customer Support AI, AI Agents, AI Customer Support},
month = {June},
}