Navigating Ethical Considerations in CRM-Embedded AI: Bias Detection and Fairness
Introduction Customer Relationship Management (CRM) systems are no longer passive data repositories. With the rise of AI-powered analytics, recommendation engines, and automation, CRMs now play an active role in influencing customer experiences. While this evolution brings efficiency and personalization, it also raises ethical challenges — particularly around bias detection and fairness. A CRM’s embedded AI…