Ethics Case Study (1)
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University of Oregon *
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Philosophy
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Jan 9, 2024
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Ethics Case Study
Social contract ethical framework is about keeping order in regards to a contract where
this framework will be used in reference for the creation of chatbot function. The
prioritized concerns for my framework are whether policyholders would complain about
the company’s claim decision practices and, if so, why they would be concerned. The
denial of a claim is not just an automatic no; to reassure policyholders that their denial is
thought out. Another concern would be if their insurance information is safe and how
would that data be protected. Where it should be specified who has access to the chatbot
and what procedures project mangagers should follow as they are accessing insurance
data. Another concern is considering the values and creating a trust-worthy program so
policyholders will be comfortable with using the chatbot function in the first place. I
would then reassure policyholders that there are also ways to contact real-life
professionals after the chatbot function’s rejection. This would ease their minds, knowing
it is not just an AI-generated decision and they can gain insight on what their claim might
have been rejected. I would also indicate how this chatbot function is an extension of the
health professionals and the insurance company itself where the chatbot functions have
human expression. I would get a sample of human expressions from health professionals
so the chatbot would know the proper terminology and the keywords without sounding
dull or robotic. I would also make sure the chatbot function is free of any biases so the
chatbot is not rejecting certain claims. The entire process of creating this chatbot function
should be in an environment where health professionals and project managers know the
needs of policy holders to the chatbot is not just suited for their needs but the
policyholders as well. The competing values that might need to be resolved are creating a
balance between the company’s goals of primarily using the chatbox function and
creating an ethical decision where it does not reject important instances where insurance
should cover something. The speed of the chatbox function is an important value,
whereas if it takes too long, the policyholder will be impatient. The policyholder will not
feel as regarded if the chatbox function is too fast. We also must consider how technically
these insurance companies are profiting from this, and the project managers could create
an AI that is the most profitable for them, too, rather than the ethics of it. There is no
clear “right” answer, but the ethics of using the chatbot function is prioritized. Using AI
itself could also seem immoral. Health professionals must tread lightly on how much they
use the chatbox function as a replacement for judging insurance claims. Yet it would be
tiresome if health professionals had to deal with all the claims themselves as they deal
with thousands of claims every day. The main thing to do is to have the well-being of the
policyholders in mind and know they a right in this decision process too. While social
contract ethical framework is more about following the contracts between two parties, it
should not be done in an authoritarian way where policyholders feel if they have no rights
when it comes to their insurance. There has to constant communication regarding the
well-being of the AI where the AI must be constantly reviewed as technology and society
is constantly evolving.
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