Addressing Algorithmic Bias in AI-Driven Customer Management

doi:10.4018/JGIM.20211101.OA3

Paper

Addressing Algorithmic Bias in AI-Driven Customer Management

Published Nov 1, 2021 · Shahriar Akter, Yogesh Kumar Dwivedi, K. Biswas

J. Glob. Inf. Manag.

Q1 SJR score

20

Citations

1

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Abstract

Research on AI has gained momentum in recent years. Many scholars and practitioners have been increasingly highlighting 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 and post-hoc) to overcome such biases in customer management. As part of a priori approach, the findings suggest scientific, application, stakeholder, and assurance consistencies. With regard to the post-hoc approach, the findings recommend six steps: bias identification, review of extant findings, selection of the right variables, responsible and ethical model development, data analysis, and action on insights. Overall, this study contributes to the ethical and responsible use of AI applications.

Systematic Review

Study Snapshot

This study proposes two approaches (a priori and post-hoc) to overcome algorithmic biases in AI-driven customer management, promoting ethical and responsible use of AI applications.

PopulationOlder adults (50-71 years)

Sample size24

MethodsObservational

OutcomesBody Mass Index projections

ResultsSocial networks mitigate obesity in older groups.

Addressing Algorithmic Bias in AI-Driven Customer Management

References

Citations