27 Oct Consider the ethical principles and codes of conduct and whether they offer effective guidance.

Read the scenario below. As directed by your tutor identify and discuss the ethical issues for Mr Johnson, Jade, People’s Justice LLP and Flow. Consider the ethical principles and codes of conduct and whether they offer effective guidance. 

Scenario:

People’s Justice LLP have made a large investment in the latest AI Chatbot ‘Flow’ which uses natural language processing and algorithms to assist firms with initial case management and assessment. The AI system received good reviews in the Futures Magazine for improving efficiency, ease of use and reliability. It primarily functions to facilitate the initial case analysis and categorisation of client files.

Flow was first introduced to the firm as a pilot in the Colchester office for a year where Flow’s technical team trained the system using the client files, the firm’s preferred processes and outcomes. Although Flow was a significant expense, the firm would recover the cost by continuing their standard charges and benefitting from the potential efficiencies introduced to the firm. The partners were generally impressed with the potential time saved by the automated process and revised their working practices to maximise the benefits of the system. 

One of the partner’s in the employment department rejected the system arguing that this would have a negative effect on his billable hours and the departments revenue. Further, he raised concerns about handing over the control of decision-making processes to a machine. Consequently, it was decided that Flow would be adopted by all departments nationally, across all the firm’s offices, except for the employment department which would continue the pilot in Colchester for an additional 6 months.

Jade is a trainee solicitor at People’s Justice LLP London office and is midway through her seat in the litigation department. She has been asked to investigate a complaint by one of the client’s Mr Johnson. His matter relates to a dispute with his insurance company who have sent him a letter stating that they are refusing to process payment for the claim relating to a leak in the roof of his home due to suspected deception. The client is confused and wants to challenge the rejection as the insurance company have not yet inspected the property. He is concerned as the repairs to the roof are urgent and he does not have the means to pay for them.

As per the firm’s new processes, Mr Johnson had provided his initial instructions online by answering a series of questions on Flow via a link on the firm’s website. Flow processed this information and within minutes generated Mr Johnson’s initial client letter and report.  The document’s stated that Mr Johnson had a 40% chance of success and that the case would take an estimated 15 hours charged at £200 an hour costing a total of £3000 plus VAT plus disbursements. The overall time frame to conclude the matter is estimated to be 5 months.