Leveraging AI for Diversity, Equity, and Inclusion in Service Marketing

Abstract

This chapter explores the intersection of artificial intelligence (AI) and diversity, equity, and inclusion (DEI) within service industries, examining the role of AI technologies in promoting equitable access to services, addressing systemic biases, and fostering inclusive service environments. Beginning with an overview of the importance of DEI in service marketing, the chapter delves into the ethical considerations and emerging trends shaping AI-driven DEI efforts. Case studies highlight successful implementations of AI-driven DEI initiatives, showcasing best practices and key insights for organizations seeking to leverage AI for social good. The chapter also discusses methods for measuring the impact of AI applications in DEI and predicts future directions for AI technologies in addressing DEI challenges. By prioritizing ethical AI development, inclusive design practices, and community engagement, organizations can harness the transformative potential of AI to drive positive social impact, advance DEI objectives, and create more equitable and inclusive service industries.