Observed Signal · Jun 16, 2023 · Analysis · Source: CMSWire · Impact: 2/5 · Sentiment: Positive
Generative AI Can Improve DEI in Customer Experience
An article from CMSWire explores how generative AI can enhance diversity, equity, and inclusion (DEI) in customer experience. It cites an Adobe survey where 72% of respondents believe generative AI will improve customer experiences, and a Pew Research survey indicating optimism about AI reducing hiring bias. Experts from various companies discuss benefits such as culturally adaptive content, accessibility improvements, and bias reduction, while also cautioning about the need for diverse data and teams. The article references Amazon's 2018 AI prescreening failure as a cautionary tale. Overall, it presents a balanced view on the potential of generative AI to foster inclusivity in marketing and CX.
Provides industry insights on generative AI's potential for DEI in customer experience, but is not a major breaking news event.
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Key Takeaways & Evidence Grounding
- Adobe survey of 13,000 consumers and 4,250 CX professionals found 72% believe generative AI will improve customer experiences.
- Pew Research survey found 53% of those who see racial bias as a problem in hiring believe AI could help.
- Amazon's 2018 AI prescreening tool was discontinued due to bias.
- Experts from StandardDAO, Undetectable AI, NTT DATA Services, Ipsos, and CJ&CO provided insights.
- Generative AI can generate diverse imagery, translate content, and suggest accessibility modifications.
Connected Companies & Entities
3 Entities mapped“In a recent Adobe survey in which 13,000 consumers and 4,250 customer experience and marketing professionals were surveyed......”
“Janelle James, a tech-focused DEI specialist and senior VP at Ipsos, a multinational market research and consulting firm, told CMSWire that ...”
“Most marketers are familiar with the 2018 fiasco that Amazon created by using AI to prescreen prospective employees......”
Ontology Mapping & Concepts
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