ABSTRACT
The individual schema impacted key obstacles of diverse group interactions within a service-based organization. Findings included that shared individual biases can influence the effectiveness and development of artificial intelligence (AI). These strategies can be applied in using AI in the service industry. Key findings focused on understanding how an individual’s unique schema includes multiple cultural identities to accept AI. The findings further confirm that the possibility of shifting perceptions can occur once individuals acknowledge their unconscious biases, stereotypes, and judgments. Diverse perceptions evaluated systemic biases within AI by applying a cultural intelligence (CQ) framework to engage the global customer. In addition, CQ training, with the precursor of understanding how the mind works, provides an opportunity for the developers of AI to mitigate their own biases. Using this business case indicates the importance of understanding individuals’ unique reality and cultural lens prior to concluding the organizational challenge to identify efficient technical options to enhance the service sector. Individual biases collectively contribute to systemic biases. Therefore, it is necessary to initially take initiatives on the personal experience to inform the development strategy for AI.
