Can AI be ethical?

 

In this series we are discussing the pros and cons of AI, and the ethical issues that arise out of its use.

Today’s subject is: I is for Isolation.

 

In a previous role I worked for a share dealing company. The helpdesk received many calls, and a proportion of these were from people who had a legitimate question, but who also liked the human touch. They wanted to hear a friendly voice on the end of the line; someone who would ask them how they were and acknowledge they existed. Move forwards a few years and we see the advent of automated AI driven helpdesks, which are efficient and accurate, but lack the human element. This raises the question, is driving everything towards AI always the best approach?

 

In the short term, the advent of AI driven automated helpdesks will potentially provide a more streamlined service, deliver a better customer journey and improve satisfaction as a result of a personalised experience. But the downside to this is the reduction in person-to-person contact and individual problem-solving exercises. In addition, the interaction becomes task orientated, eliminating the opportunity for ad hoc personal conversations, and it is these interactions that can make the difference between social connection and isolation for some people. Further, it’s not only the interaction with another human, but potentially the loss of interactions with someone different to themselves with different views, which widen our world view.

 

But is it all bad? Does the advent of AI have to mean greater isolation and more polarised relationships? Perhaps there are just different ways of looking at it. My son likes to have random conversations with Siri, asking questions, receiving answers, and generally following a meaningless but fun path. However, as AI develops, and engines like ChatGPT can find relevant information and format it in a human-like way, these conversations may themselves become more ‘human’ and allow those who live alone, or have relatively little interaction with others, to have conversations, to learn new things, encounter new ideas, and to feel connected with the world.

 

So, in summary, whilst there are undoubtedly downsides to an AI revolution, including isolation and social disintegration, there is also the possibility that we’ve already reached the bottom, and that rather than technology increasing social separation further, loneliness and narrowness might be limited with the further development and use of emerging technologies. After all, it’s easy to look at new developments with a sceptical eye, whereas we should see change as a potential force for good, especially for those who are often disadvantaged because market forces make it too costly for another person to spend time with them.