What You Need to Do

Read and respond to a workplace scenario that presents an ethical dilemma in at least two Discussion posts. In your response, address what you would do in the situation and suggest strategies to avoid the dilemma in the future. Discuss the posted options with your group as you consider what to do in the situation. Use the step-by-step instructions below to complete the task.

How This Activity Connects to the Course

Ethical considerations matter in everything that you write in the workplace. You may well find yourself in a situation similar to this scenario once you graduate (or even sooner as an intern). This scenario considers balance between maintaining customer privacy and AI’s use of customer data.

Step-by-Step Instructions

Success Tip

You can use the online texts, any notes that you have, and the available course pages in Canvas for help as you work on these questions. You can also talk to one another.

  1. Read the scenario below and consider the ethical dilemma involved for Leah and the team members.
  2. In your your first post, do the following:
    1. Present a position statement that answers the question “What would you do in this situation?”
      • Provide reasoning from your own personal code of ethics. Here you focus on what YOU think is right.
      • Provide reasoning from your discipline’s code of ethics, OR Provide at least one supporting statement or example from the Ethics Resource Module.
    2. Explain what Leah’s team should do in the future to avoid such situations.
  3. Read the posts from others in your group, paying attention to how you agree or disagree on their solutions.
  4. Write at least one additional post to discuss the solution your group will recommend and the actions Leah’s team should take to avoid such dilemmas in the future.

The Scenario

AI and Data Privacy in Customer Chat

An Asian woman leads a team of customer relations coworkers in a meeting in an office meeting room.
Image created with Midjourney

Leah is the customer relations manager at WearHaus, an e-commerce fashion retailer that recently implemented an AI chatbot named AssistBot to handle customer inquiries and support. AssistBot uses natural language processing to provide instant responses to customer questions, track orders, and resolve common issues. The AI system has significantly reduced response times and improved customer satisfaction.

Scenario

Recently, several customers have expressed concerns about the collection, storage, and use of their personal information by AssistBot. They are worried about how their data is being handled and whether it is being shared with third parties without their consent. Leah has received emails from customers demanding more transparency and assurance that their privacy is being protected.

Leah has been asked to address these concerns. The company’s reputation and customer trust are at stake, and Leah needs to balance the efficiency benefits of using AI with the ethical responsibility of protecting customer data.

Options for Leah

  • Full Transparency: Leah could provide detailed information to customers about how their data is collected, stored, and used by AssistBot. This includes outlining data protection measures and ensuring customers that their information is not shared without consent.
  • Enhanced Privacy Controls: Leah could implement additional privacy controls, allowing customers to opt-out of certain data collection practices and giving them more control over their personal information.
  • AI System Improvement: Leah could work with the AI development team to enhance AssistBot’s data handling protocols, ensuring that customer data is anonymized and securely stored, and that privacy is prioritized in all AI interactions.
  • Customer Education Campaign: Leah could launch a campaign to educate customers about the benefits and limitations of AI in customer service, explaining how their data is protected and the measures taken to ensure their privacy.
  • Limit AI Usage: Leah could decide to limit the use of AI in customer communications, ensuring that sensitive interactions are handled by human representatives to build trust and address privacy concerns more effectively.

Issues to Consider as You Decide What Leah Should Do

  • Data Transparency: How transparent should WearHaus be with its customers about the use of AI and data collection practices? What information is essential to share to build trust?
  • Customer Control: What measures can be implemented to give customers more control over their personal information and how it is used by AI systems?
  • AI and Privacy: How can WearHaus ensure that its AI system prioritizes customer privacy and protects sensitive information from misuse?
  • Ethical Implications: What are the ethical considerations involved in using AI for customer communication? How can Leah balance efficiency with the ethical responsibility to protect customer data?
  • Impact on Customer Trust: How might different approaches to addressing customer privacy concerns impact customer trust and the company’s reputation?

Conclusion

Leah faces a critical decision that requires balancing the benefits of AI-driven customer service with the ethical responsibility of protecting customer privacy. The discussion should explore the complexities of using AI in customer communication, emphasizing the importance of transparency, customer control, and ethical data practices.

Assessment

I will mark your participation in this Discussion Complete (or Incomplete) after the end of the Grace Period passes and I confirm that you have made at least two posts (required: one response to the original scenario, and a second in response to others in your class). Allow me several days to read and mark all your posts.