How conversational AI is enabling the experience economy

Laetitia Cailleteau, Emer Gilmartin and Fuad Hendricks
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Laetitia Cailleteau: Accenture, UK
Emer Gilmartin: Address: ADAPT Centre
Fuad Hendricks: Accenture, UK

Journal of AI, Robotics & Workplace Automation, 2022, vol. 1, issue 3, 256-271

Abstract: The use of conversational AI (CAI), already experiencing strong growth, has accelerated throughout the COVID-19 pandemic. Natural or human language interfaces enable engaging, satisfying and efficient experiences across platforms and sectors. This paper briefly introduces CAI, provides a snapshot of where the technology is, with examples of recent use cases. It then explores the growing area of ethical considerations, best practice and legislation for CAIs, and maps human rights concerns to the technological landscape. It concludes with pointers towards useful, ethically sound applications where users can collaborate easily and flexibly with CAIs.

Keywords: conversational AI; user experience; ethics; responsible AI; digital literacy; platform architecture (search for similar items in EconPapers)
JEL-codes: G2 M15 (search for similar items in EconPapers)
Date: 2022
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