The article discusses how the development team of an AI-powered customer support tool initially prioritized speed over ethical concerns. They soon realized the importance of integrating ethics into their design process after encountering issues with privacy and bias. The team learned that ethics should be viewed as a core feature rather than a mere compliance checklist. They identified three core ethical principles for their product: transparency, data privacy, and user agency, emphasizing that addressing these issues from the beginning is vital for building trust and ensuring a successful AI product.
The faster we moved, the less time we spent asking uncomfortable questions: Are we respecting user privacy? Is the model perpetuating bias?
Ignoring ethics would break the product, just in a less visible way. It became clear that ethical design needed a dedicated slot in our roadmap.
Every product has different risks. For our customer support assistant, we identified three core principles: Transparency, Data Privacy, and User Agency.
Ethics isn't a compliance box to check after launch. It's a core feature, alongside uptime, performance, or UX.
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