Cogito Artificial Intelligent (AI) Software - An Ethics Case Study

AI ethics in voice interactions

Cogito software is an Artificial Intelligence (AI) system that provides call center agents with real-time feedback and conversational guidance to enhance customer experience. Backed by behavioural science, Cogito is unique because it gives human call center agents live suggestions from concepts such as their empathy levels and pace. It is a human-AI interaction software that has proven successful for call centers in the healthcare and finance industries. The Markkula Framework is used in analyzing the Cogito Software from an ethical perspective by applying Consequentialism, Deontology and Virtue Ethics theories. In this paper, I focus on the ethical perspectives of the Cogito software.

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