While the rewards of AI – revenue lift, customer satisfaction, efficiency gains, etc. – can be tremendous, organizations must remain accountable for the actions of their AI-driven systems. Otherwise, they risk irreparable damage to their engagement programs, bottom lines, and brand reputations. Customer trust, once lost, can be nearly impossible to win back.
But beyond the financial and legal implications, there is a moral obligation to constantly improve AI for the greater good, set higher standards, and eliminate problems like bias that have plagued AI technologies since their inception.