生成式人工智能应用于社会服务实践领域的优势与风险——基于北京市一线工作者的访谈

Advantages and Risks of Generative Artificial Intelligence Applied in the Field of Social Service Practice——Based on Interviews with Front-line Workers in Beijing

在社会服务领域,人工智能为工作者提供了前所未有的选择,对社会服务的影响多样而复杂。文章基于社会组织工作者关于生成式人工智能的使用体验和评价,剖析了其对社会服务的挑战和影响。研究发现,生成式人工智能具有强大的资源整合能力,可以协助工作者快速总结提炼资料的共同观点,促进工作者高效、深入理解服务对象遇到的共性问题;可以启发、丰富工作者对服务方案的理解和设计;有助于释放工作者的时间和精力用于创新性、创造性工作。但是,生成式人工智能缺少对社会服务场景中“隐形知识”、地方性知识的理解,且其无法实现专业理论、抽象词汇向可操作性知识的转化,给予工作者的支持效度较弱。而且,人工智能生成的内容存在隐匿的偏见和忽视,影响社会服务的公平和公正;使用过程存在隐私数据泄露、生产内容滥用等风险。要积极探索人工智能时代的社会需求和社会问题,调整优化生成式人工智能产品的应用方式和性能;加强社会服务领域应用人工智能技术的风险和伦理研究,有效应对其对服务对象合法权益、对社会服务公平性和可及性的挑战;重视影响人工智能技术应用的组织要素,在组织运营的成本控制与技术应用之间保持积极动态平衡关系。

In the field of social services,artificial intelligence provides unprecedented choices for workers and has diverse and complex impacts on social services.The article is based on the experiences and evaluations of social service workers regarding the use of generative artificial intelligence.It analyzes the challenges and impacts of generative artificial intelligence on social services.The research found that generative artificial intelligence possesses a powerful capability for integrating resources.It can assist workers in rapidly summarizing and extracting the common perspectives from information,facilitating a thorough and efficient understanding of common issues encountered by service recipients.It can inspire and enrich workers' comprehension and design of service plans.Moreover,it aids in freeing up workers' time and energy for innovative and creative tasks.However,generative artificial intelligence lacks an understanding of "implicit knowledge" and local knowledge from the contexts of social services.It also fails to convert professional theories and abstract vocabulary into operational knowledge,resulting in weaker support for workers.And furthermore,content generated by artificial intelligence carries hidden biases and neglects that can impact the fairness and justice of social services.The process of using artificial intelligence also poses risks such as privacy breaches and misuse of products.It is necessary to actively explore the social demands and issues in the era of artificial intelligence,adjust and optimize the application methods and performance of generative artificial intelligence products.Furthermore,it is important to strengthen research on risks and ethics related to the application of artificial intelligence technology in the field of social services,effectively addressing the challenges it poses to the legitimate rights and interests of service recipients,as well as the fairness and accessibility of social services.Attention should be given to the organizational factors that influence the application of artificial intelligence technology,maintaining a positive and dynamic balance between cost control in organizational operations and the application of technology.