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Facilitating stakeholder communication around AI-enabled systems and business processes
Book chapter

Facilitating stakeholder communication around AI-enabled systems and business processes

Matthew Bundas, Chasity Nadeau, Thanh H. Nguyen, Jeannine Shantz, Marcello Balduccini, Edward Griffor and Tran Cao Son
Research Handbook on Artificial Intelligence and Communication, pp 268-283
21 Nov 2023
DOI: https://doi.org/10.4337/9781803920306.00026

Abstract

Artificial Intelligence (AI) is often critical to the success of modern business processes. Leveraging it, however, is non-trivial. A major hurdle is communication: discussing system requirements among stakeholders with different backgrounds and goals. Consider the task of developing the requirements of an AI-enabled mortgage application system when stakeholders include public relations experts and cybersecurity experts. The stakeholders use different terminology and likely have different, even conflicting goals. Public relations experts may want to promote transparency, while cybersecurity experts may worry that excessive transparency threatens security. As a further complication, AI components often act as “black boxes” whose internal decision processes are difficult to explain and discuss. In this chapter, we aim to demonstrate that the Cyber-Physical Systems (CPS) Framework, developed by the U.S. National Institute of Standards and Technology (NIST) for facilitating communication among stakeholders around the requirements of CPS, is an effective tool for enabling communication among stakeholders over the requirements and behavior of AI-enabled systems and business processes.

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