Replacing frontline workers with AI can be a bad idea — here's why

By Mark Tsagas, Lecturer, Criminal Law, University of East London

AI chatbots are already widely used by businesses to greet customers and answer their questions – either over the phone or on websites. Some companies have found that they can, to some extent, replace humans with machines in call centre roles.

However, the available evidence suggests there are sectors – such as healthcare and human resources – where extreme care needs to be taken regarding the use of these frontline tools, and ethical oversight may be necessary.

A recent, and highly publicised, example is that of a chatbot…

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