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How conversational AI is enabling the experience economy

Author

Listed:
  • Cailleteau, Laetitia

    (Accenture, UK)

  • Gilmartin, Emer

    (Address: ADAPT Centre)

  • Hendricks, Fuad

    (Accenture, UK)

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.

Suggested Citation

  • Cailleteau, Laetitia & Gilmartin, Emer & Hendricks, Fuad, 2022. "How conversational AI is enabling the experience economy," Journal of AI, Robotics & Workplace Automation, Henry Stewart Publications, vol. 1(3), pages 256-271, March.
    • Handle: RePEc:aza:airwa0:y:2022:v:1:i:3:p:256-271
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    More about this item

    Keywords

    conversational AI; user experience; ethics; responsible AI; digital literacy; platform architecture;
    All these keywords.

    JEL classification:

    • M15 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Business Administration - - - IT Management
    • G2 - Financial Economics - - Financial Institutions and Services

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