"EHLO WORLD" -- Checking If Your Conversational AI Knows Right from Wrong

TL;DR

This paper explores methods for evaluating and validating the ethical claims of conversational AI, proposing a hybrid framework combining top-down regulations and bottom-up processes, demonstrated through a customer service chatbot case study.

Contribution

It introduces a hybrid approach to assess AI ethics, integrating regulatory and practical methods, with a detailed example of implementation in customer service chatbots.

Findings

Hybrid framework effectively combines top-down and bottom-up methods.

Proposed processes support ethical validation across multiple AI use-cases.

Framework facilitates ethical consistency and adaptability in conversational AI.

Abstract

In this paper we discuss approaches to evaluating and validating the ethical claims of a Conversational AI system. We outline considerations around both a top-down regulatory approach and bottom-up processes. We describe the ethical basis for each approach and propose a hybrid which we demonstrate by taking the case of a customer service chatbot as an example. We speculate on the kinds of top-down and bottom-up processes that would need to exist for a hybrid framework to successfully function as both an enabler as well as a shepherd among multiple use-cases and multiple competing AI solutions.