A chatbot is a so"ware applying AI technology to communicate with customers online via text or text-to-speech, in lieu of providing direct contact with a live human agent. Chatbots can offer 24/7 customer service, rapidly engaging users, answering their queries as whenever they arrive. The need for speed in customer service has never been higher. Leading brands, like Country Road, are increasingly turning to chatbots to provide a solution for this need for speed.

You, as the CIO (Chief Information Officer) for a big brand in Australia, are investigating Chatbots for the brand's online shopping website in order to meet the increasing demand of customer services. Ethics is a core consideration in your decision. With chatbots s!ll in a stage of relative infancy, the discovery of new ethical issues is likely to continue.

Question 1 (5 points)

Define the problem according to Step 1 in PLUS Ethical Decision Making Model