AI Mediation Helper, an AI-based tool to prepare consumers to participate effectively in ADR processes

ongoing

The project aims to provide consumers with an automatic tool to prepare them to deal rationally and effectively with mediation procedures. AI Mediation Helper will be an AI-based tool to help parties explore their interests, needs and options from the very beginning of the mediation process. Psychological conversations -which produce knowledge and set goals about personal expectations during the dialogue- guide the mediation processes: the mediator provides active listening, arouses the emotions, interests and needs of the parties in conflict, leading the conversation. Conversational AI can be trained to lead psychological conversations oriented towards obtaining useful information in ADR, following the same rules and algorithms adopted by professional mediators: in this way, AI explores the ideas of the parties (interests, objectives and options for agreement) from the initial phase of the complaint for low value disputes, allowing the parties to identify and share options even before the mediator intervenes in the procedure, with considerable time savings for the parties and for the mediator himself. ADR for small consumer claims fits well with AI implementation because the actual cost of conflict for small claims usually exceeds the expected benefit: automate the exploratory phase of the mediation process (usually more exhausting for both the parties and the mediator) can improve the response time of mediation and, therefore, the spread of ADR in Europe. Furthermore, the conversational AI tool would be based only on semantics (phrases, syntax, feedback, etc.), totally disregarding and ignoring personal data and metadata: therefore, fully compliant with GPDR.