Suggestions for the successful establishment of an artificial intelligence (AI)-based online dispute resolution (ODR) system

Abstract

‘ODR’ stands for ‘Online Dispute Resolution’ and refers to a method of resolving disputes online. However, the meaning of ‘online’ here focuses more on access and connection through information and communication technology (ICT) from the perspective of network connection in terms of dispute resolution. ODR is a dispute resolution method using information and communication technology that emerged in the mid-1990s when the Internet began to become generalized and commercialized. In the early days when ODR began to be used, it was mainly recognized as a tool to resolve disputes that occurred online, such as defamation that occurred during online e-commerce or online communication. However, with the development of information and communication technology, the scope of ODR has gradually expanded to include disputes that occur not only online but also offline. Currently, the types of disputes that can be resolved through ODR are not limited to commercial transactions, but also encompass various types such as domestic, administrative, and housing disputes. Meanwhile, AI (Artificial Intelligence) increases the efficiency and transparency of ODR, saves cost and time, and helps people from various fields and cultures collaborate easily. ODR using AI is currently being researched and developed in various fields, and is expected to have more possibilities and advantages in the future. However, ODR using AI also has some ethical issues and challenges. In this paper, we reviewed specific measures for the successful establishment of an ODR system using AI.