Latest / AI Ethics with Fexingo: Bias, Safety, and Responsible Artificial Intelligence
How AI Chatbots Learn Bias from Support Tickets
Customer support chatbots promise faster resolutions, but they can quietly absorb the biases of the very tickets they're trained on. In this episode, Lucas and Luna explore how AI systems learn to treat customers differently based on language, sentiment, and even the way complaints are phrased. They dig into a real-world example: a telecom company whose bot escalated angry customers faster when they used certain words, while polite requests from non-native English speakers got deprioritized. The hosts break down the mechanics—how training data from historical tickets can encode class, race…
The skinny
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