(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

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
Journal	Journal of Computer Information Systems
DOIs	https://doi.org/10.1080/08874417.2022.2067794
Publication status	E-pub ahead of print - 3 May 2022

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10.1080/08874417.2022.2067794

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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 - Santoro, Flavia

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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.

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(Un)intended Consequences of AI Sales Assistants

Abstract

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