DIGITALIZATION OF SERVICES

Digitalization of services is great, but have you ever tried to understand the trauma created by digital tyranny in the everyday operation of digitized services? Have you also pondered over the environmental cost of digitalization? If not, please try to focus on such off-beat discussions, which would certainly help in improving the friendliness of the technology. Non-human digital technology has so far failed to satisfy human aspirations as a friendly companion. Whenever you think about it, always remember how much energy and environment are being depleted in the process.

There are  critical concerns about the impact of digitalization on society and the environment. While digital services offer convenience and efficiency, they also contribute to a form of oppression termed "digital tyranny," which can manifest in the everyday operations of digitized services. This term could refer to the overreach of digital surveillance, the loss of privacy, or the dependence on digital platforms that may not always have the user's best interests at heart.

Moreover, there are   environmental costs of digitalization. The production and operation of digital technologies consume significant amounts of energy and resources, leading to carbon emissions and e-waste. The environmental footprint of digital technologies is substantial, involving everything from the mining of raw materials to the disposal of obsolete devices

 Further the  non-human digital technology has failed to fulfill human aspirations for a friendly companion. This could be interpreted as a commentary on the limitations of digital technology in providing meaningful interactions and experiences that resonate on a human level.

We should  remind ourselves  to consider the broader implications of our reliance on digital technologies, particularly the depletion of energy and environmental resources. It suggests that discussions about technology should not only focus on innovation and convenience but also on sustainability and the technology's role as a responsible steward of the environment.

So it requires a call to action for more responsible and sustainable digitalization practices that consider both the societal and environmental impacts. It encourages a holistic approach to technology that balances progress with the well-being of individuals and the planet.

There is another dimension. From my experiences in India, I can safely conclude that while using digital technology in services, we face serious bottlenecks. This technology is one-way, meaning that if we don't get a timely or desired response, unlike with a human actor, we can't communicate with the technology. Of course, chatbots have been introduced to address this bottleneck, but such chatbots are not as interactive and they are mostly pre-fixed. The introduction of AI, such as that of ChatGPT, has tried to address this issue, but service providers willingly do not introduce fully interactive chatbots in their system due to certain reasons. They don't want to give their consumers too much freedom, and the introduction of AI requires the application of costly machine learning applications.

Building on the previous analysis, the additional dimension you've introduced highlights the practical challenges faced when integrating digital technology into services in India. The "one-way" nature of technology you describe refers to the limitations of digital systems in providing interactive and responsive communication. Unlike human interactions, where feedback can be immediate and nuanced, technology often fails to offer a similar level of engagement, leading to frustration among users.

The introduction of chatbots was indeed a step towards addressing this gap, providing a semblance of two-way communication. However, as you've pointed out, these chatbots often come with pre-fixed responses and lack the depth of interaction that a human conversation offers. This limitation is particularly evident when the user's needs extend beyond the scope of the chatbot's programmed capabilities.

The advent of advanced AI technologies like ChatGPT has made strides in bridging this communication gap. AI-driven chatbots can understand and respond to a wider range of queries with more nuanced and contextually relevant answers. However, the reluctance of service providers to fully implement such interactive AI solutions can stem from various factors.

One significant factor is the desire to maintain control over the consumer interaction. By limiting the freedom of consumers to navigate services, companies can guide user behavior in ways that align with their business objectives. Another factor is the cost associated with implementing sophisticated AI solutions. As the data suggests, developing and maintaining machine learning applications can be expensive, with costs ranging from $10,000 to over $1,000,000 for customized solutions. This financial barrier can deter service providers from adopting fully interactive AI systems.

Furthermore, the impact of AI on consumer freedom is a complex issue. While AI can streamline decision-making and reduce search costs, it also poses a threat to consumer autonomy. AI systems can influence consumer behavior through targeted advertising and algorithmic pricing, potentially undermining the ability of consumers to make independent and informed decisions¹¹.

In conclusion, the integration of digital technology in services presents both opportunities and challenges. While advancements in AI have the potential to enhance user interaction, the cost of implementation and the potential impact on consumer freedom are significant considerations that service providers must address to ensure that technology truly serves as a friendly and accessible companion to humans.