Addressing Algorithmic Bias in AI-Driven Customer Management
Volume: 29, Issue: 6, Pages: 1 - 27
Published: Aug 23, 2021
Abstract
Research on AI has gained momentum in recent years. Many scholars and practitioners increasingly highlight the dark sides of AI, particularly related to algorithm bias. This study elucidates situations in which AI-enabled analytics systems make biased decisions against customers based on gender, race, religion, age, nationality or socioeconomic status. Based on a systematic literature review, this research proposes two approaches (i.e., a priori...
Paper Details
Title
Addressing Algorithmic Bias in AI-Driven Customer Management
Published Date
Aug 23, 2021
Volume
29
Issue
6
Pages
1 - 27
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