Intra-organisational tensions arising from the deployment of AI

The application of AI in marketing has the potential of delivering many benefits for businesses, such as obtaining customer insight, or providing customer support. But it is not without challenges. There are challenges related to the technology itself; challenges relating to customers, and challenges relating to the power dynamics between actors. And, then, there are the organisational challenges. My co-author, Ben Keegan, … Continue reading Intra-organisational tensions arising from the deployment of AI

Artificial Intelligence vs household product safety

Apparently, autonomous robotic vacuum cleaners (i.e., Roombas) and dog poos don’t mix well. I had no idea as I have neither a Roomba nor a dog; but I have, now, learned that this is a common problem faced by pet owners, as reported in this 2016 article in The Guardian. Image source Maybe I should … Continue reading Artificial Intelligence vs household product safety

Tales of developing an AI-powered chatbot

Chatbots are computer programmes designed to conduct conversations with humans about specific topics, through text, voice or touch. Because they can run 24/7, chatbots are becoming increasingly popular in situations where there are frequently asked questions which can be resolved from a limited pool of answers. Examples include accepting an order, updating the status of … Continue reading Tales of developing an AI-powered chatbot

New paper “Power Negotiation on the Tango Dancefloor: The Adoption of AI in B2B Marketing”

Artificial Intelligence is expected to impact many different aspects of marketing in business to business (B2B) organisations, from advertising, to product development and customer service, to name a few. Though, for those benefits to materialise, firms need to have technological and technical capabilities in place by either developing them in-house or using external suppliers. How … Continue reading New paper “Power Negotiation on the Tango Dancefloor: The Adoption of AI in B2B Marketing”

To be, or not to be humanlike, that is the question for marketing AI

As a concept, Artificial Intelligence (AI) is usually defined in terms of how closely its workings (e.g., ability to hold a conversation) resemble human reasoning. The closer it is to humanlike performance, the better the AI is deemed to be (read about the Turing test, here). But what about the way the AI looks? Or … Continue reading To be, or not to be humanlike, that is the question for marketing AI

The potential and limitations of AI in home care – the users’ view

This week, the English parliament approved a new “health and social care” tax, corresponding to an increase in National Insurance contributions from 12% to 13.25% of salary (i.e., a whopping 10.4% increase!!). This increase is to pay for the home care needs of older people, disabled citizens, and others with high care needs. That is, for carers … Continue reading The potential and limitations of AI in home care – the users’ view

Drivers of acceptance of AI vary with type of service setting

Not all consumption settings are the same. They can range from situations where we can easily evaluate what we are consuming (for instance, buying a new car), to situations where we can only evaluate what we are consuming afterwards (for instance, renting a car), as well as situations where we will struggle to evaluate what … Continue reading Drivers of acceptance of AI vary with type of service setting

Critical science’s framework to classify the risks from AI

Artificial Intelligence has great potential, but also presents many risks, from taking over jobs, to making biased decisions. Rather than thinking about the risks of AI separately and reactively, it would be useful to have a framework to identify those risks holistically and proactively.  Shakir Mohamed, Marie-Therese Png and William Isaac suggest one such framework, … Continue reading Critical science’s framework to classify the risks from AI

What I have been reading #2

This is a follow up to my previous post on what I have been reading this year (and reviewing, on Instagram). 3rd book of 2021 – “The Spirit Level” by Seamus Heaney. Heaney won the Nobel prize for Literature in 1995, and this was the first book of poems published after winning that accolade. I found … Continue reading What I have been reading #2

New paper: Gigification, job engagement and satisfaction: the moderating role of AI enabled system automation in operations management

Weifeng Chen, Ashley Braganza, Serap Sap and I have investigating how Artificial Intelligence (AI) impacts on work (as opposed to jobs) and workers. Previously, we had found that AI-enabled work automation caused significant uncertainties for workers, and a change in the relationship between workers and their employers, towards independence between the two parties. Building on that work, … Continue reading New paper: Gigification, job engagement and satisfaction: the moderating role of AI enabled system automation in operations management