Publications

Related Faculty

Klaus Wertenbroch

Professor of Marketing

Ziv Carmon

Professor of Marketing

Keywords

Data & Analytics; Digital; Analytics & Strategy; Technology Implementation; Customer Service

Journal Article

Designing AI Systems That Customers Won’t Hate

Carmon Z., Schrift R. Y., Wertenbroch K., Yang H. (2019). Designing AI Systems That Customers Won’t Hate MIT Sloan Management Review Digital Articles

Designing AI Systems That Customers Won’t Hate Privacy concerns get most of the attention from tech skeptics, but powerful predictive algorithms can generate serious resistance by threatening consumer autonomy. Three safeguards can help.

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