Table of ContentsExpert SystemsHistory of Expert SystemsBuilding an Expert SystemEthical ImpactEthical Impacts of Expert SystemsData AnalysisWhat is Data AnalysisEthical ImpactCustomer ServiceConclusionFor this assignment, I will examine the questions ethics raised by emerging technologies within my own sector company and two others. My own sector is data analytics, for the other two sectors to look at I chose expert systems and customer service. These three choices correspond very well to the department in which I work at Bosch, the after-sales service. Say no to plagiarism. Get a tailor-made essay on “Why Violent Video Games Should Not Be Banned”?Get the 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 look for ways to make a machine reason like a human. A machine capable of thinking logically, solving problems and having the ability to progress. 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 today and expert systems have found commercial use in medical diagnostics, engineering and investment. But what is an expert system? Britannica defines an expert system as “…a computer program that uses artificial intelligence methods to solve problems in a specialized area that usually requires human expertise.” [1] Building an Expert System Before we can examine the ethics of an expert system, we must understand how one is created. Depending on the sources, an expert system may have two or five critical components. However, all sources agree that a knowledge base and an inference engine are essential to an expert system. The knowledge base is created by humans specialized in the area of ​​expertise of the expert system. The inference engineer interprets and evaluates facts from the knowledge base to provide a user with a result or answer. Starting with the knowledge base, this is created by a human expert, so human ethics are introduced at this early stage of the process. Although someone may try to remain objective about the knowledge base they create, they may unintentionally infer their own experiences into the knowledge base. Likewise, not all experts will agree, and one expert's answer might be different from another's. This brings us to our first question: can the knowledge of an expert system be reliable or trustworthy? To answer this question, we must turn to an expert who we trust on a daily basis, a doctor. Millions of people around the world visit a doctor, present the symptoms of their illness and wait for the doctor to provide them with an answer. We accept that the doctor is an expert because he must have a certain amount of knowledge to practice in his field. The diagnosis is generally not considered false. We consider the doctor a reliable expert and take his word, his diagnosis, as the truth. Doctors make mistakes, but this rarely leads to them being kicked out of their profession. Despite the possibility of inaccuracies, expert knowledge is considered the truth. It isour own perception that this expert knows what he is talking about which 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 an expert, we expect it to have the knowledge necessary to complete the task, we assume that the answers provided will be the truth. The backbone of an expert system is the simple rule if this, then that. If what is entered into the expert system matches a specific set of criteria, continue with that specific instruction/step. Multiple ITTTs can be chained together to provide answers to difficult questions. Within the Bosch Group Contact Center in Worcester 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 expertise to use this tool, it is a series of yes/no questions that, one by one, eliminate possibilities or provide an answer. The tool suggests a question for the agent to ask the customer and, depending on the customer's response, the result will be a resolution of the issue or it will direct the agent to the next question. If at the end of the questions, the customer's boiler problem has not been resolved, the agent is then invited to make an appointment with an engineer to come out and repair the customer's boiler. This system is used daily by all contact center agents, resolving customer boiler issues without ever having to travel to the customer's home. This not only gets the customer's product up and running within minutes, but also prevents an appointment for an engineer to be made 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. In addition, sending an engineer to the site when it is not a boiler problem is very expensive for the company. Ethical impact With the example of the troubleshooting tool used by the Contact Center, let's 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 set of instructions to the customer. If the diagnosis is wrong or the wrong instructions are provided, the customer may be left without a working product. With one boiler providing heating and hot water for most properties in the UK, the consequences are exceptionally negative for the customer. The prime time for a customer to call the contact center is during the colder months, when their product will be needed most. A customer lacking these basic necessities may find themselves emotional, upset or angry. Having worked with the contact center, I have first-hand experience of customers with all of these emotions. The impact on the business may not seem as emotional at first, but it can come from not knowing a customer's response to a contact. center agent. Angry customers will typically express their anger at the first point of contact within the company, the contact center agent. The level of stress this can put on the officer can be quite considerable and has led to officers becoming emotionally distraught as a result. Another impact concerns the company's image. Negative experiences with a company are much more likely to be recorded or passed on than positive experiences. Additionally, a negative response is more likely to be presented following an emotional impact [2]. Ethical impacts of expert systems Knowledgestored within the expert system are as accurate as data entered by a person. What is the source of the data, how was it compiled, how is it accessed, how is it presented? What is the impact of poorly provided information? Is the data up to date?Data AnalysisWhat is Data AnalysisData analysis is the processing and manipulation of data to observe trends and patterns with the aim of providing an informed conclusion or assist in decision-making. Ethical impact Data analysis has, in recent years, probably received the most scrutiny for ethical impact. GDPR. The introduction of GDPR defined how data is acquired, accessed and stored with someone having full access and control over that data. The GDPR was approved in April 2016 and the legislation came into force in May 2018 [3]. Although it didn't happen overnight, businesses were "suddenly" presented with a set of instructions for how they could interact with individual data. Working with data in Bosch every day, our workflows had to change. All data typically came from one large data export containing approximately 102 columns of data across 530,000 rows, an expansion of approximately 1,300 rows per day. This single data source would be imported, sliced, and sent to different sources within the company that might contain name/address data. With the GDPR coming into force, many identifying data had to be removed from any business relationship. The initial impact for us was quite heavy until we adapted to the data columns that would routinely need to be removed. But it wasn't just the way we worked that needed to be adjusted. The raw data from the different projects would be stored in their own project files to allow easy reference in case of questions. If this data were to contain personally identifiable information, the location of the data and what it stored had to be recorded. We needed to put systems in place to quickly locate all personal data held internally, should a client request a copy of the data we as a business maintain about themselves. It happened, and when address data is widely used for marketing research purposes, customer contact details for service reminders and appointment processing as well as any form of contact the customer may have have with us (e-mail or Facebook for example), the amount of data to be retrieved and presented can become considerable. Especially if the client has been with us for many years, some people have been with us since 1984! The only thing that hasn't changed for us is data acquisition, Bosch has always been ethical in the way data is acquired. Any information provided to the business by an owner was always via direct communication with that customer, by phone, email, Facebook or Twitter. The introduction of the GDPR, however, can only be seen as a positive thing. I think everyone can agree that having control over what data a company holds about you and how that data is acquired, as well as the ability to remove your data from a system, is just a step forward positive in a world where almost everything you can now be recorded electronically in one way or another. Customer Service There are three areas to consider for ethical impact when customer services are considered. The company, the customer, the customer service agent (CSA). Although the CSA works.