Ethical Considerations When Deploying AI Processes

You must consider the issues of bias and outcome validity — otherwise, practical vulnerabilities lurk in the deep.

One publication that makes its way almost daily into my inbox frequently uses the phrase “AI Ethics.” While my objection to this phrase may seem overly nitpicky, the fact is that while having no common sense, Artificial Intelligence (AI) in and of itself also has no ethics. The real issue is what I would label ethical use of AI applications and systems, a title that describes a completely different, real, useful, and even quantifiable tool. Reliance on AI to assist — or even drive — decision-making is becoming increasingly prevalent in decision-making involving analyzing of all but the smallest amounts of data.

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Sophisticated Data Collection Means Sophisticated Data Dilemmas

It’s all upside and personalized interactions until someone stops to ask whether data is being collected with full consent and stored with full security.
To me, one of the great takeaways from Enterprise Connect 2022 was the discussion of increasing levels of sophistication in data collection—some might call it “strip mining”—and repackaging that data for other uses, i.e., revenue generation. From the contact center perspective, the use of increasingly personalized information when speaking with customers makes a great deal of sense—since most of the time, when people dial in, they are not happy about something. (Having worked in a contact center early in my career, I fully recognize that no one ever calls and says, “Hey, my bill looks terrific this month. Thanks a lot!”) 

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VR & Metaverse Ethics: It’s All About the Data

How enterprises gather and use personal information like biometrics will be key to using VR and metaverse technologies ethically.
AI is becoming increasingly present in our daily lives. From the way you interact with an airline’s web service to the way you are treated at your local fast-food behemoth and solicited (some might even say “bribed”) for overly positive feedback, measurements and records are constantly being collected and analyzed for better or worse — or both.

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Improving Competitive Broadband Access to Multiple Tenant Environments

FCC takes a giant step forward on behalf of consumers.
For better or worse (and often both), loopholes are the way that creative lawyers solve client problems and make partners (read: $). Despite significant amounts of time spent drafting very precise language to minimize gaps in interpretation, even the best of legislators’ and rule makers’ intentions can be thwarted by precise surgical strikes to identify such loopholes (some might call them opportunities) and navigate through them.

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Kari’s Law and RAY BAUM’S Act – What You Need to Know

In early January 2022, the terms and obligations of both Kari’s Law and RAY BAUM’S Act became enforceable federal law. And as traditional POTS lines are slowly going the way of the dodo bird (see Phil Edholm's recent piece on No Jitter, Good Old POTS is Going Away. Is Your Organization Prepared?), entities that operate traditional on-premise phone systems, rest assured of one clear point—THE UNDERLYING TECHNOLOGY DOESN’T REALLY MATTER, with very limited exception. Both Kari’s Law and RAY BAUM’S Act contain clear language defining the obligations of entities that manufacture, distribute, install, maintain and/or operate multiline telephone systems.

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