The introduction and widespread adoption of Artificial Intelligence in the professions has the potential to deliver a number of critical public goods, such as widening access to justice and healthcare through AI-powered professional services. Yet, the deployment of AI in the professions does not come without challenges, exemplified by the concerns about explainability, privacy, and human agency. In this paper, we explore how these issues may give rise to dark sides of AI in professional services and illustrate how an uncoordinated process of adoption and deployment can threaten the scope of AI-powered services. In particular, we illustrate how the adoption and deployment of AI in services may undermine the fiduciary duty between clients and professionals that, so far, has safeguarded the relationship between them, creating a ‘market for lemons’ of professional services. We conclude with a reflection on plausible ways forward to facilitate and smooth the transition to AI-powered services. = 人工智能在专业服务领域的引入及广泛应用具有为公众提供一些重要服务的潜力。例如通过人工智能驱动的专业服务扩大对公正和健康的使用所能达到的范围。然而，人工智能在专业服务领域的应用并非没有挑战，例如对可解释性，隐私及人类施为的担忧。在本文中，我们探讨这些问题可能如何引发人工智能在专业服务领域应用中的阴暗面的挑战，并且展示一个未经协调的采用及应用过程如何能够威胁人工智能驱动的服务的规模。特别需要指出的是，我们展示了采纳和应用人工智能会如何破坏客户和专业服务人员之间的信托责任，形成一种“柠檬市场次品市场”。这个信托责任到目前为止确保了他们客户和专业服务人员之间的关系。我们在结论中显示了促成及使之过渡到人工智能驱动服务顺畅的可能途径。
Trincado-Munoza, Francisco J. Cordasco, Carlo Vorley, Tim
Oxford Brookes Business School
Year of publication: 2024Date of RADAR deposit: 2024-04-10