For CXers, UXers, and anyone else in human-centered professions, this question is particularly important. Humanity is at the very core of what we do; ethics are an integral part of respect for humanity. And yet AI tools are saturating the market and influencing customer expectations while still raising numerous ethical concerns.

Since the world has moved from ‘Should we adopt AI?’ to ‘How can we adopt AI?’, let’s examine two areas of ethical AI use.

Transparency

If you’re using AI, say so. Let customers know they’re talking with an AI assistant. Tell partners if you’ve used AI to help you come up with ideas or drafts. Most of them probably use AI in some way, so it won’t be a big surprise.

If you’re a consultant, tell clients upfront – before you start a project – what AI tools you’ll use and how. Again, most will be fine with this; if they’re not, you can adapt your approach to accommodate their preferences.

This is just a common-sense extension of the concept that people have a right to know who and what they’re working with.

Data Use

Next, find out how the AI tools you’re using will process your clients’ (or organization’s) data. Does it match the confidentiality and privacy rules you’re already bound to? If not, what data might be exposed? How might that impact your client or your company? Think it through before you start.

Another much-discussed ethical issue in AI is training data. Should AI be trained on copyrighted data without the express consent of the copyright holder? Decide your organization’s stance on this issue (or your own stance). If you’re using commercial AI tools, you may not have much influence on or knowledge of their training data. But it’s worth searching for ethical AI tools if this is something you feel strongly about.

There are other areas where the ethics of AI are still in debate – e.g. in its impact on human psychology and job roles. Our take? An educated consumer is a wiser consumer. Familiarize yourself with the potential and present issues around AI, then look at it through your understanding of human-centricity.

Yes, we know that’s a big ask. Our Bite-Size CX section will help you break it into a manageable task.