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. 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 activity considers the balance between the use of AI and the need for human communication in emotionally-complicated situations.

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 Angel.
  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 Angel 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 Angel’s team should take to avoid such dilemmas in the future.

The Scenario

AI and Emotional Communication with Clients

A Cherokee man who works as a civil engineer works at his computer in an on-site office. He is wearing a black and tan plaid shirt and has a two monitor computer setup.
Image created with Midjourney

Angel is a civil engineer at BuildTech. His firm uses EngBot, an AI chatbot, to automate routine correspondence with clients. Before EngBot, the engineers had to write their own correspondence. Now, they can spot-check messages and use their time for other tasks.

Scenario

Recently, EngBot handled several emotionally-charged communications from clients concerned about project delays, cost overruns, and safety issues. Some clients felt that the AI’s responses were impersonal and lacked empathy. One client, in particular, expressed frustration and anger over a delayed project, receiving a response from EngBot that they found dismissive and unhelpful.

Angel must address these concerns and decide how to respond to the situation. The company’s reputation and client trust are at stake, and Angel needs to balance the efficiency benefits of using AI with the ethical responsibility of providing empathetic and appropriate responses, especially in sensitive situations.

Options for Angel

  • Human Intervention Protocol: Angel could establish a protocol where emotionally charged or sensitive communications are automatically flagged for human intervention, ensuring that these interactions are handled by the engineer in charge of the client’s project.
  • Personalized Responses: Angel could enhance EngBot’s functionality to allow for more personalized responses, including specific language that addresses common client concerns and emotions effectively.
  • Transparency and Communication: Angel could enhance transparency by informing clients when they are interacting with an AI and providing clear options for escalating their concerns to human representatives.
  • Fire EngBot: Angel could decide to eliminate EngBot from client communications altogether, returning to a fully human-operated model to ensure empathy and personalized responses in all interactions.
  • Restrict Negative Responses: Angel could configure EngBot to only handle neutral or positive communications, automatically routing any negative or emotionally charged messages to human representatives for more sensitive handling.

Issues to Consider as You Decide What Angel Should Do

  • AI and Empathy: How can BuildTech ensure that its AI system responds empathetically to emotionally charged or sensitive client communications? What role does empathy play in client satisfaction?
  • Human Intervention: When should human intervention be prioritized over AI responses in client communication? How can BuildTech effectively balance AI efficiency with the need for human empathy?
  • Customer Trust: How might different approaches to handling sensitive communications impact client trust and the company’s reputation?
  • Ethical Implications: What are the ethical considerations involved in using AI for handling sensitive client communications? How can Angel ensure that the AI system aligns with the company’s ethical standards?
  • Continuous Improvement: How can BuildTech continuously improve its AI system to better handle sensitive communications and adapt to client needs?

Conclusion

Angel faces a critical decision that requires balancing the benefits of AI-driven client communication with the ethical responsibility of providing empathetic and appropriate responses in emotionally charged or sensitive situations. Your discussion should explore the complexities of using AI in client communication, emphasizing the importance of human intervention, empathy, and ethical considerations.

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.