(Un)intended Consequences of AI Sales Assistants

Emmanuel Monod; Mary Beth Watson-Manheim; Ingrid Qi; Elisabeth Joyce; Anne Sophie Mayer; Flavia Santoro

doi:10.1080/08874417.2022.2067794

(Un)intended Consequences of AI Sales Assistants

Emmanuel Monod, Mary Beth Watson-Manheim, Ingrid Qi, Elisabeth Joyce, Anne Sophie Mayer^*, Flavia Santoro

^*Corresponding author for this work

Knowledge, Information and Innovation

Research output: Contribution to Journal › Article › Academic › peer-review

Abstract

This study examines the design and implementation of an AI Sales Assistant (AISA) in several companies to understand the relationship between value sensitive design and successful implementation of AI assistants. While the AISA was designed to help and support collaboration, this study found that rather than supporting sales associates, the AISA evolved into a system to exclusively track and monitor them. This study reveals that while values important to the sales associates were considered in its design, a Value Sensitive Design approach to include all stakeholders and their values in the design process might have led to better outcomes.

Original language	English
Pages (from-to)	436-448
Number of pages	13
Journal	Journal of Computer Information Systems
Volume	63
Issue number	2
DOIs	https://doi.org/10.1080/08874417.2022.2067794
Publication status	Published - 2023

Bibliographical note

Publisher Copyright:
© 2022 The Author(s). Published with license by Taylor & Francis Group, LLC.

Keywords

Artificial intelligence
customer relationship management
unintended consequences
value sensitive design

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title = "(Un)intended Consequences of AI Sales Assistants",

abstract = "This study examines the design and implementation of an AI Sales Assistant (AISA) in several companies to understand the relationship between value sensitive design and successful implementation of AI assistants. While the AISA was designed to help and support collaboration, this study found that rather than supporting sales associates, the AISA evolved into a system to exclusively track and monitor them. This study reveals that while values important to the sales associates were considered in its design, a Value Sensitive Design approach to include all stakeholders and their values in the design process might have led to better outcomes.",

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AU - Monod, Emmanuel

AU - Watson-Manheim, Mary Beth

AU - Qi, Ingrid

AU - Joyce, Elisabeth

AU - Mayer, Anne Sophie

AU - Santoro, Flavia

PY - 2023

Y1 - 2023

N2 - This study examines the design and implementation of an AI Sales Assistant (AISA) in several companies to understand the relationship between value sensitive design and successful implementation of AI assistants. While the AISA was designed to help and support collaboration, this study found that rather than supporting sales associates, the AISA evolved into a system to exclusively track and monitor them. This study reveals that while values important to the sales associates were considered in its design, a Value Sensitive Design approach to include all stakeholders and their values in the design process might have led to better outcomes.

AB - This study examines the design and implementation of an AI Sales Assistant (AISA) in several companies to understand the relationship between value sensitive design and successful implementation of AI assistants. While the AISA was designed to help and support collaboration, this study found that rather than supporting sales associates, the AISA evolved into a system to exclusively track and monitor them. This study reveals that while values important to the sales associates were considered in its design, a Value Sensitive Design approach to include all stakeholders and their values in the design process might have led to better outcomes.

KW - Artificial intelligence

KW - customer relationship management

KW - unintended consequences

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(Un)intended Consequences of AI Sales Assistants

Abstract

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