IndexExpert SystemsHistory of Expert SystemsBuilding an Expert SystemEthical ImpactEthical Impacts of Expert SystemsData AnalyticsWhat is Data AnalyticsEthical ImpactCustomer ServiceConclusionFor this assignment I will examine the ethical issues raised by emerging technology within of my business sector and two others. My sector is Data Analysis, for the other two sectors to look at I chose Expert Systems and Customer Service. These three choices fit very well with the department I work in at Bosch, after-sales service. Say no to plagiarism. Get a tailor-made essay on "Why Violent Video Games Shouldn't Be Banned"? Get an Original EssayExpert SystemsHistory of Expert SystemsJohn McCarty, known as the father of artificial intelligence (AI), coined the term "Artificial Intelligence" in his 1955 proposal for the 1956 Dartmouth Conference. McCarthy's proposal was to seek ways to make a machine think like a human. A machine capable of logical thinking, problem solving and the ability for personal advancement. Expert systems, although not technically AI, were first introduced 10 years later by Edward Feigenbaum and Joshua Lederberg in 1965. Feigenbaum and Lederberg's expert system was designed to analyze chemical compounds. Fast forward to the present day and expert systems have found commercial use in medical diagnosis, engineering and investing. But what is an expert system? Britannica defines an expert system as “…a computer program that uses artificial intelligence methods to solve problems within a specialized domain that typically requires human expertise.”[1]Building an Expert SystemBefore you can examine the ethics of an expert system, we need to understand how it is created. Depending on the sources, an expert system can have two or five critical components. However, all sources agree that a knowledge base and an inference engine are essential for an expert system. The knowledge base is created by people who specialize in the expert system's area of ​​expertise. The inference engineer interprets and evaluates the facts in the knowledge base to provide the user with a result or answer. Starting from the knowledge base, this is created by a human expert, so at this initial stage of the process human ethics are introduced. While someone may try to remain objective about the knowledge base they are creating, they may unintentionally infer their own experiences into the knowledge base. Likewise, not all experts will agree, and one expert's answer may be different from another. This brings us to our first question: can the knowledge in an expert system be reliable? To answer this question we should turn to an expert we trust on a daily basis, a doctor. Millions of people around the world visit a doctor, give him the symptoms of their illness and wait for the doctor to give an answer. We accept that the doctor is an expert because he must have some knowledge to operate in his field. The diagnosis is usually not considered false. We consider the doctor as a reliable expert and take his word, his diagnosis, as truth. Doctors make mistakes, but this rarely leads to the doctor being excluded from his profession. Despite the possibility of inaccuracies, expert knowledge is considered truth. Our perception that this expert knows what he is talking about allows us to take this knowledge as truth. If we apply the same logic to an expert system we will trust the source of the system. We are told that the system is expert, we expectthat he has the necessary knowledge to complete the task, we assume that the answers provided are true. The backbone of an expert system is the simple rule if this, then that. If what you enter into the expert system matches a specific set of criteria, continue with this specific instruction/step. Multiple ITTTs can be linked together to provide answers to difficult questions. Within the Worcester, Bosch Group Contact Center there is a “simple” expert system used to repair a customer's boiler fault by the Contact Center agent. The agent does not need to have any technical skills to use this tool, it is a series of yes/no questions that, one by one, eliminate possibilities or provide an answer. The tool proposes a question for the agent to ask the customer and, depending on the customer's response, the result will be a resolution of the problem or direct the agent to the next question. If at the end of the questions the problem with the customer's boiler has not been resolved, the agent is invited to book an appointment with a technician to service and repair the customer's boiler. This system is used daily by all Contact Center agents, solving customer boiler problems without having to go to the customer's home. This not only gets the customer's product up and running within minutes, but also prevents them from booking an appointment for a technician to come in when the problem was something the customer could have fixed themselves. This, in turn, frees up our technical support for customers who need their boiler repaired. Plus, sending an engineer to a property when it's not a boiler fault costs the company a lot of money. Ethical Impact With the example of the troubleshooting tool used by the Contact Center, let's take a look at the ethical impact of the system. Two main examples come to mind: customer impact and business impact. The impact on the customer can be considerable. The contact center agent provides a series of instructions to the customer. If the diagnosis is incorrect or inadequate instructions are provided, the customer may be left without a functioning product. With one boiler providing heating and hot water for the majority of properties in the UK, the consequences of this are exceptionally negative for the customer. The best time for a customer to call the contact center is during the colder months, when their product will be needed most. A client without these basic needs can remain emotional, upset, angry. Having worked with the contact center, I have experienced customers with all these emotions firsthand. The impact on the business may not seem so emotion-based at first, but it may come from a perspective of not knowing a customer's response to a center agent contact. Angry customers usually vent their anger to the first point of contact within the company, the contact center agent. The level of stress this can place on the agent can be considerable and has led to agents becoming emotionally distressed by this. Another impact concerns the company image. Negative experiences with a company are much more likely to be recorded or passed on than positive ones. Furthermore, a negative response is more likely to be presented following an emotional impact [2]. Ethical Impacts of Expert Systems The knowledge maintained within the expert system is only as accurate as the data entered by a person. What is the source of the data, how was it compiled, how is it accessible, how is it presented? What is the impact of incorrectly provided information? Is the data updated? Data analysisWhat is Data Analytics Data analytics is the processing and manipulation of data to observe trends and patterns with the goal of providing an informed conclusion or assisting in decision making. Ethical Impact Data analysis has, in recent years, arguably undergone the most powerful ethical impact scrutiny. GDPR. The introduction of the GDPR defined how data can be acquired, accessed and stored with one person having full access and control of that data. The GDPR was approved in April 2016 and the legislation came into force in May 2018 [3]. While it didn't happen overnight, companies were "suddenly" presented with a set of instructions on how they could interact with individual data. Working with data at Bosch on a daily basis, our workflows needed to change. All data typically came from a single large data export that contained approximately 102 columns of data across 530,000 rows, expanding by approximately 1,300 rows per day. This data source would be imported, split and sent to different sources within the company that may contain name/address data. With the GDPR going into effect, much identifying data had to be eliminated from any company reporting. The initial impact for us was quite severe until we adjusted to the data columns that would routinely need to be removed. But it wasn't just the way we worked that needed to change. Raw data for different projects would be stored in their respective project folders to allow for easy reference in case of questions. If this data contains personally identifiable information, you should record the location of the data and what is stored. We needed to have systems in place to quickly locate all personal data held internally, should a customer request a copy of the data we, as a company, hold about themselves. It has happened, and when the address data is used heavily for market research, the customer's contact details for service reminders and appointment processing as well as any form of contact the customer may have had with us (e- mail or Facebook for example), the amount of data to be retrieved and presented can become considerable. Especially if the customer has been with us for many years, some people have been customers since 1984! The one thing that hasn't changed for us is data capture, Bosch has always been ethical about how data is captured. Any information provided to the company by a homeowner has always been through direct communication with the customer, whether via phone, email, FaceBook or Twitter. The introduction of the GDPR, however, can only be seen as a positive thing. I think everyone agrees that having control over the data a company holds about you and how that data is acquired, as well as having the ability to remove your data from a system, is just a step forward positive in a world where almost everything you do can now be recorded electronically in some way. Customer Service There are three areas to consider for ethical impact when considering customer services. The company, the customer, the Customer Service Agent (CSA). Although the CSA operates for the company and can be considered the same entity, I have chosen to separate them since a CSA's interactions are directly with a customer, while the company, as a whole, can have a different impact. A CSA has a lot of responsibility in their interaction with customers. They are usually the first, and sometimes only, point of contact between a company and an end user. The way they behave during customer interaction will reflect on the company and can have a.