Bias isn’t just an ethical failing of AI: it’s a cost center hiding in plain sight. Every few months, a high-profile failure proves it. But the real problem isn’t that AI sometimes behaves unfairly; it’s that biased automation quietly accumulates operational risks, reputational damage, and rework. This is the very definition of technical debt.
Across digital services, we are increasingly seeing how small, biased decisions compound over time, distorting customer journeys and forcing businesses to engage in cycles of costly corrections. The ethical debate is important, but the commercial consequences are increasingly difficult to ignore.
Director of Communications at Trustpilot.
The recent Workday lawsuit alleging discriminatory selection practices is one example. Customer service is another area where biased or heavy-handed automation shows its limits. Sensitive scenarios – bereavement, fraud, complaints, major life events – regularly reveal instances where AI fails to read the emotional weight of the situation. Instead of reducing friction, it can amplify it.
People report being constantly looped through chatbots or faced with automated responses that completely miss the point. We regularly see reviews across industries where automation exacerbates frustration rather than solving it – especially when a customer clearly needs judgment, empathy and discretion.
One reviewer recently described being “stuck in a bind” while trying to close an account after the death of a family – a phrase that illustrates how quickly trust frays when systems aren’t designed for real-world human context.
But ethics is only a superficial story. The biggest and costliest problem is the technical debt created when biased systems are deployed too quickly and left unattended – hidden liabilities, compounded costs, and cleanup work pushed into the future.
The rush to deploy becomes the rush to repair
Companies have rushed to implement AI systems into their infrastructure, driven by promises of efficiency and cost reduction. But in the face of this rush, many systems are simply not ready. In the Workday example, what was intended to streamline recruiting became a source of legal risk and reputational impact.
Bad AI-driven experiences have broader ramifications; lost customers, higher service charge, lower conversion. And the commercial impact is already visible. A study commissioned by Trustpilot from the Center for Economics and Business Research (Cebr) found that while consumer use of AI in e-commerce is growing rapidly, the most common use cases, such as chatbots, frequently generate negative experiences.
The ripple effect is real. A single bad interaction with AI leads people to report, on average, two more, which multiplies the impact. In the past year alone, an estimated £8.6 billion of UK e-commerce sales were at risk due to negative AI experiences, equating to around 6% of the total online spending market.
If these negative experiences continue, this liability compounds, biases become embedded in service flows, increasing churn, reducing conversion, and making each subsequent customer touchpoint more costly to repair. Instead of saving money, businesses fall straight into sunk costs and unforeseen debt.
Inclusion as a preventive measure
Anyone who has ever attempted to repaint a room without moving the furniture knows how difficult it is to repair the foundation once everything is already moving. Fixing AI is no different. Repairing systems after deployment is one of the most expensive forms of technology overhaul (running into the tens to hundreds of millions according to Statistica). Once biases are built into data sets, prompts, workflows, or model assumptions, it becomes incredibly difficult and expensive to eliminate them.
And here’s the uncomfortable truth: Instead of streamlining their operations, organizations are discovering an accumulation of unbudgeted costs – from model recycling and legal fees to regulatory clarifications and the painstaking work of rebuilding customer trust. What starts as a shortcut quickly becomes a structural weakness that consumes budget, time and credibility.
Designing and testing AI with teams that reflect the diversity of your customers isn’t a pleasant task: it’s the most reliable way to prevent bias from entering the system in the first place. The question for executives now is no longer whether there is bias in their systems, but rather whether they have the monitoring in place to detect it before customers do.
Three actions to prevent AI-biased debt
There are practical ways for businesses to protect themselves against this debt:
Ownership by leaders of AI results: Bias and fairness should be treated as fundamental performance issues, not secondary ethical tasks. Someone at the executive level needs to take ownership of AI outcomes and publish clear success metrics, whether they relate to product, technology, risks, or a shared governance model.
Diversity in development and testing: Build teams that reflect your current and future users. A wider range of lived experiences reduces blind spots at the precise moments where automation tends to stall. If you use third-party tools, ask vendors about how they identify and mitigate bias.
Continuous monitoring and human monitoring: Biases change over time. Models that were accurate six months ago may be drifting. Regular audits, demographic stress tests, and user feedback loops keep the systems honest. And human judgment – teams trained to spot patterns of escalation – is the last protection against small problems becoming systematic failures.
Equity as a performance infrastructure
The next phase of AI maturity will reward companies that view fairness as performance infrastructure, not a compliance checkbox.
Bias behaves like technical debt and quietly accumulates, slowing innovation, increasing costs, and eroding trust long before leaders realize it. No team is looking to build a system that trips people up, but the combination of pace, pressure and uneven monitoring makes it surprisingly easy to slip through blind spots.
Businesses that build equity in from day one will scale faster, comply more quickly, and spend significantly less on cleanup. Those who do not will discover that the real cost of bias is not ethical: it is financial, operational and reputational.
Fairness is not abstract. Customers feel it instantly: in the tone of an automated message, in the time it takes to reach a human, in the fact that the system seems to understand what they’re really asking. In AI, doing things well is not only a moral path, it is also an economic path.
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