Fairness audit and bias correction for customer-support recommendations

Conduct a fairness audit of the customer-support recommender across customer segments and determine whether an explicit bias-correction intervention is needed to address the amplification of historical bias in product-pitching outcomes.

Background

The recommender is trained on historical agent and customer-contact outcomes, which may encode and amplify pre-existing disparities in which products were presented to different customer segments. The paper explicitly states that no fairness audit or bias-correction step has yet been performed, leaving the system's behavior across customer segments unresolved.

The authors note that retraining on more recent data may track changes in agent behavior but does not remove bias already embedded in historical outcomes. A fairness audit and assessment of appropriate corrective measures are therefore needed to characterize and mitigate this unresolved risk.