TY - CHAP
T1 - Empowering underserved communities
T2 - leveraging conversational AI for service inclusion
AU - Carlson, Jamie
AU - Rahman, Syed Mahmudur
AU - Chowdhury, Noman H.
AU - Bowden, Jana
PY - 2025/10
Y1 - 2025/10
N2 - The chapter explores how Artificial Intelligence (AI)-driven conversational agents (CAs) can help address service exclusion and improve access for marginalized populations, including the elderly, people with disabilities, and migrants. Focusing on specific Sustainable Development Goals (SDGs), the chapter highlights how CAs support SDG 3 (Good Health and Well-being) by enhancing healthcare access, SDG 4 (Quality Education) through improved digital literacy, SDG 10 (Reduced Inequalities) by addressing socioeconomic disparities, and SDG 11 (Sustainable Cities and Communities) by promoting accessible services for urban and rural populations. The chapter reviews AI's evolution in service marketing, presents case studies from healthcare, finance, and government services, and emphasizes inclusive service design to mitigate biases and cultural insensitivity. Ethical considerations, accessibility challenges, and strategies for using AI to reduce inequalities are also discussed, with recommendations for ensuring equitable and inclusive AI-powered service delivery.
AB - The chapter explores how Artificial Intelligence (AI)-driven conversational agents (CAs) can help address service exclusion and improve access for marginalized populations, including the elderly, people with disabilities, and migrants. Focusing on specific Sustainable Development Goals (SDGs), the chapter highlights how CAs support SDG 3 (Good Health and Well-being) by enhancing healthcare access, SDG 4 (Quality Education) through improved digital literacy, SDG 10 (Reduced Inequalities) by addressing socioeconomic disparities, and SDG 11 (Sustainable Cities and Communities) by promoting accessible services for urban and rural populations. The chapter reviews AI's evolution in service marketing, presents case studies from healthcare, finance, and government services, and emphasizes inclusive service design to mitigate biases and cultural insensitivity. Ethical considerations, accessibility challenges, and strategies for using AI to reduce inequalities are also discussed, with recommendations for ensuring equitable and inclusive AI-powered service delivery.
KW - Service inclusion
KW - Artificial Intelligence
KW - Conversational agents
KW - Service design
KW - Reduced inequalities
KW - Accessibility
UR - https://doi.org/10.4337/9781035328208
UR - https://www.scopus.com/pages/publications/105023809120
U2 - 10.4337/9781035328208.00017
DO - 10.4337/9781035328208.00017
M3 - Chapter
AN - SCOPUS:105023809120
SN - 9781035328192
T3 - Elgar Companions to the Sustainable Development Goals
SP - 136
EP - 154
BT - The Elgar companion to marketing and the sustainable development goals
A2 - Voola, Ranjit
A2 - Carlson, Jamie
A2 - Makkar, Marian
A2 - Bosangit, Carmela
A2 - Goswami, Paromita
PB - Edward Elgar Publishing
CY - Cheltenham, UK
ER -