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Licensed Unlicensed Requires Authentication Published by De Gruyter 2022

Chapter 15 Developing User Centric Intelligent Online Dispute Resolution Systems

From the book Volume I Contemporary Trends in Conflict and Communication

  • John Zeleznikow


Online Dispute Resolution uses the Internet to perform Alternative Dispute Resolution. Human-centered design is a methodology that begins with a fundamental concern for user experience combined with an experimental and iterative approach to developing new solutions. In this paper we examine examples of Online Dispute Resolution systems and methodologies for developing such systems. Our goal is to develop a methodology for constructing user centric intelligent Online Dispute Resolution systems. From our work on observing how Online Dispute Resolution systems are used, we believe that a truly helpful Online Dispute Resolution system should provide the following facilities: Case management, Triaging, Advisory tools, Communication tools, Decision Support tools and Drafting software. No single dispute is likely to require all six processes. But such a system would be an important starting point for expanding into a world where Artificial Intelligence is gainfully used.

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