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Delving into the realm of generative AI ethics can present challenges, which is why we were delighted that Cremorne Digital Hub sought to shed light on its implications and offer practical insights. Leading the discussion was Juliette Connolly , a seasoned human-centered designer and expert in the field of generative AI at IBM iX.

Above image supplied by Cremorne Digital Hub.

Juliette Connolly human-centred technologist Passionate about fostering inclusive workplace cultures, Juliette is a vocal advocate for diversity, equity, and inclusion, championing the integration of human experiences into every aspect of business operations. Her commitment to revolutionising engagement strategies has positioned her as a respected thought leader in the industry.

With over two decades of experience, Juliette serves as the Customer Strategist and Customer Transformation Leader at IBM iX, where she leverages her expertise in Experience Leadership, Strategic Experience Development, Human-Centered Design, Culture and Change Management, and Measurement to drive significant business value.

During the session, Juliette shared invaluable insights into the ethical considerations surrounding Generative AI, offering practical perspectives on navigating its complexities. Here, we dive deeper into Juliette's expertise as she addresses some of the key questions surrounding this transformative technology.

Can you share a bit about your journey and how you became involved in the field of generative AI?

I’ve been an experience designer in various iterations for almost my entire career, with the past ten years having a focus on how digital technologies can make the experience of customers and employees more seamless and easier. Generative AI or GenAI is the most exciting technologies to hit the landscape since the emergence of the smart phone in 2007, and possibly since desktop computers emerged in the mid 1980s!

Just look at the impact that ChatGPT has had, it’s the fastest growing consumer internet app of all time – racking up 100 million users in just two months. For context, Facebook took over four years to get that sort of penetration. This enthusiasm from consumers about the power of Generative AI has also carried over into the business world, and with IBM’s history of being at the cutting edge of Artificial Intelligence for well over 50 years, it’s been an exciting time to explore the opportunities that this GenAI can unlock.

How do you see Generative AI impacting the way companies engage with their employees and customers?

Fundamentally, GenAI has the potential to revolutionise the way we engage with organisations and the way we work. Let’s look at Customer Service, which is one of the first areas which are ripe for transformation. It means that GenAI can likely fulfil most of our service needs through powerful self-service portals, this means that customer service agents – the humans at the end of the phone – can be freed up from routine, process-oriented queries and instead refocused to the deep and complex problem solving that customers need from time to time.

What are some practical strategies for navigating the ethics of Generative AI in today's digital landscape?

This is one of the most important questions around the use of Generative AI, and frankly it’s the question that we strongly encourage every organisation to consider before they start down the path of using the tools.

Right now, the GenAI landscape as there are no regulations surrounding it’s use, however it’s important to note that the Australian Government have indicated in their preliminary report into the usage of GenAI that there are up to 11 different regulatory areas where they are considering enacting legislation.

In the meantime, there are some fundamental ethical considerations. – at the start the technology should be both transparent and explainable. You need to be clear on what trained your AI systems, what data was used in the training, and what went into the algorithm’s recommendations.

Remember, the heart of all of this is trust – the trust of both your customers and your employees. You cannot afford to jeopardise that trust, so ethics need to come first in your considerations.

What role do you see human-centered design playing in the development and deployment of Generative AI solutions?

I think that human-centered design is fundamental to the development and deployment of AI – it’s how we ensure that the AI systems are designed with the needs, preferences, and limitations of the users in mind. It involves understanding the users' context, tasks, and goals, and incorporating their feedback throughout the development process.

By focusing on human-centered design, AI developers can create solutions that are more useful, effective, and accessible to the users. This can lead to increased user satisfaction, improved adoption rates, and a more significant impact on the intended audience.

Additionally, human-centered design can help address ethical considerations, such as fairness, accountability, and transparency, by involving users in the decision-making process and ensuring that the AI systems align with their values and expectations.

Can you share any memorable experiences or lessons learned from your work with Generative AI that have shaped your approach to the field?

I think that the narrative is changing rapidly as companies start to understand what the possibilities are. One crucial learning is that GenAI is unlocking new employment possibilities and driving the possibilities for new skills and capabilities.

Yes, there is a lot of talk about how GenAI is coming for people’s jobs, but we are starting to realise that the tools and technology will take the boring, routine, and repetitive parts of people’s jobs – augmenting their tasks and freeing them up to focus on creativity, innovations and areas of work that provide more value to both customers and the organisation.

The phrase I’ve heard used is “Generative AI won’t replace people, but people who use Generative AI will replace those who don’t.”

You can find Juliette Connolly on LinkedIn , and follow Cremorne Digital Hub for more information on future Cremorne Connect events.

The Cremorne Digital Hub aims to drive Cremorne's transformation into a top technology hub by developing talent, creating jobs, and fostering business growth. Their Cremorne Connect event series is a platform designed to bring together the local tech community for collaborative discussions on emerging challenges and practical solutions.

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