Towards a Balanced Natural Language Processing: A Systematic Literature Review for the Contact Centre
Abstract
Artificial Intelligence (AI), which is the design, development, and utilisation of iterative and complex algorithmic systems that complete tasks which normally required human intelligence, is rapidly gaining momentum throughout the world. Through Machine Learning these AI systems automatically learn and adapt themselves so that they can offer an even more accurate outcome than humans and this offers many exciting benefits to most businesses and economies. But their introduction has raised ethical questions after some unethical conduct on their part like racism, biasness against women, unemployment (through intelligent automation), and inequality. After these incidents of unethical behaviour by some AI technologies around the globe most public, private, and even non-profit organisations embarked on initiatives to address the unethical conduct of AI systems. They produced a range of ethical AI frameworks, guidelines, and principles, but a properly balanced AI, where opportunity, ethics, and opportunity costs intersect, is still to be achieved or realised. Most AI Practitioners are pressured by their shareholders to prioritise commercial interests over ethical considerations.The findings from this Systematic Literature Review study, which used meta-analyses for qualitative synthesis, demonstrate that a Balanced Natural Language Processing (NLP) is possible.