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A framework of diversity, equity, and inclusion safeguards for chatbots

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  • Abdelhalim, Esraa
  • Anazodo, Kemi Salawu
  • Gali, Nazha
  • Robson, Karen

Abstract

Chatbots such as ChatGPT are conversational agents that play an important role in many sectors. They are highly sophisticated artificial intelligence (AI) agents increasingly integrated into organizational functions ranging from customer support to recruitment and professional development. Alongside the increasing adoption of chatbots is an increasing focus on diversity, equity, and inclusion (DEI). This article presents a series of chatbot examples and discusses their associated DEI implications, such as those related to AI bias. From the cases reviewed in this article, we extract a framework of DEI safeguards, which includes input safeguards, design safeguards, and functional safeguards. This framework can be used by those involved in developing AI based chatbots or managing their use to ensure that chatbots support, rather than weaken, organizational DEI initiatives and strategies.

Suggested Citation

  • Abdelhalim, Esraa & Anazodo, Kemi Salawu & Gali, Nazha & Robson, Karen, 2024. "A framework of diversity, equity, and inclusion safeguards for chatbots," Business Horizons, Elsevier, vol. 67(5), pages 487-498.
    • Handle: RePEc:eee:bushor:v:67:y:2024:i:5:p:487-498
    DOI: 10.1016/j.bushor.2024.03.003
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    References listed on IDEAS

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    1. Osadchaya, Elena & Marder, Ben & Yule, Jennifer A. & Yau, Amy & Lavertu, Laura & Stylos, Nikolaos & Oliver, Sebastian & Angell, Rob & Regt, Anouk de & Gao, Liyu & Qi, Kang & Zhang, Will Zhiyuan & Zhan, 2024. "To ChatGPT, or not to ChatGPT: Navigating the paradoxes of generative AI in the advertising industry," Business Horizons, Elsevier, vol. 67(5), pages 571-581.
    2. Urbani, Roberto & Ferreira, Caitlin & Lam, Joey, 2024. "Managerial framework for evaluating AI chatbot integration: Bridging organizational readiness and technological challenges," Business Horizons, Elsevier, vol. 67(5), pages 595-606.
    3. Hashmi, Nada & Bal, Anjali S., 2024. "Generative AI in higher education and beyond," Business Horizons, Elsevier, vol. 67(5), pages 607-614.
    4. Brewer, Jordan & Patel, Dhru & Kim, Dennie & Murray, Alex, 2024. "Navigating the challenges of generative technologies: Proposing the integration of artificial intelligence and blockchain," Business Horizons, Elsevier, vol. 67(5), pages 525-535.
    5. Retkowsky, Jana & Hafermalz, Ella & Huysman, Marleen, 2024. "Managing a ChatGPT-empowered workforce: Understanding its affordances and side effects," Business Horizons, Elsevier, vol. 67(5), pages 511-523.
    6. Cui, Yuanyuan (Gina) & van Esch, Patrick & Phelan, Steven, 2024. "How to build a competitive advantage for your brand using generative AI," Business Horizons, Elsevier, vol. 67(5), pages 583-594.

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