Computer Science CAPSTONE CS698

Artificial Intelligence & Robotics used in the 21st century

Christopher Slaton_CS698_IP4.doc

Colorado Technical University

Table of Contents 1.Project Outline 4 1.1 Company Overview 4 1.2 Project Introduction 6 1.3 Problem Identification 9 1.3.1 Problem Context and Background 9 1.3.2 Problem Statement 12 2.1 Solution Framework 12 2.2 Hypothesis Statement 15 2.3 Research Questions 15 2.4 Related Works 15 3.1 Research Matters 16 Probability sampling 16 System Set up 16 Controlled Variables 16 Cronbach's alpha 16 Descriptive Statistical Analysis 16 Statistical Analysis 17 3.2 Experiment Design 17 3.2.1 Experiment Requirements 17 Data Protection Statement 17 Organization 17 Sample Size 17 Assessment 17 3.2.2 Experiment Procedures 18 4. Project Plan 19 4.1 Project plan for Data Collection & Analysis 19 Data analysis tasks 20 Timeline and human resources Scope Statement 20 Work Breakdown Structure 20 Project Dependencies 20 Estimated Cost 21 4.2 Risk and Cost-Benefit Analysis 21 Cost-benefit analysis 22 References 23

Artificial Intelligence & Robotics are used in the 21st century to transform workplace activities and ensure accuracy and validity (Lungarella et al., 2007) (Wisskirchen et al., 2017). Artificial intelligence is one of the broader fields of computer science used to make workplace functions fast and effective by integrating machines and robotics with consciousness and emotionality. The purpose of customer artificial intelligence integrating at workplaces is to eliminate the need for human laborers who are not efficient and active all the time. Artificial intelligence and robots can detect organizational needs and come up with ultimate and immediate solutions (Dirican, 2015). These technologies are also helpful for organizations to introduce complex services and enhanced customer experience. These technologies help the organization compete in the intense market and bring higher good (Arsene, 2020).

The company that I have selected to discuss the problem is "Cigna Corporation." Health care organization is also one of the rapidly growing institutions in society with the integration of different technologies. Health care organizations are depending on technology and innovation to manage bundles of patient records and added data (Hinton, 2018). Databases and patient portals are some of the most used types of technology and innovation (Tanwar, Parekh and Evans, 2020). However, to be successful and two transform organizational functions as a whole, health care organizations need the integration of artificial intelligence and robotics. Artificial intelligence in the healthcare field interprets the huge amount of data and helps patients create their personalized medicine plans, interpret data and make decisions, think for strategies for the development of the organization and collective gain, and serve patient needs (Braecklein, Knaup-Gregori and Weigand, 2019). One of the biggest applications of artificial intelligence and robotics add Healthcare is to manage time effectively because sometimes, in this situation of emergency, doctors' nurses, and hospital officials become panic that affects the outcomes of the crisis. Artificial intelligence is a branch of computer science and in the modern age of business, its integrated in every business, regardless of its size, is crucial for speech recognition, planning, problem-solving, learning, and understanding (Poppe, Rienks and van Dijk, 2007).

The Cigna Corporation is an international health care service provider based in America. The company is engaged in international health care delivery for years, and David cordani founded the company in 1792. The mission of the company is to improve the health, peace of mind, and wellbeing of those to whom the company is served, by offering them simple, predictable, and affordable health care services (Cigna Corporation, 2000). The company makes it easy for patients to get healthcare and get assess anywhere, anytime, and to everyone. The company is operating in different segments through integrated medical, group disability, international markets, and other health services. The health service segments of the company include specialty pharmacy services, pharmacy benefits management, home delivery, technical solutions, and health management services. The company offers a variety of health care solutions to individuals and employers as the mission statement of the company states that the company wants to deliver affordable health care services to everyone, including disability groups (Shah, 2019). The Cigna Company is running on advanced strategies and plans integrated with technological advancement and innovation. The company plans to increase its reach towards international markets through the use of artificial intelligence. The planning is about to identify gaps in existing health care services and treatment practices by the using the artificial intelligence. For instance, to track whether patients are taking their medication or not delivered personalized Medicare health and chronic diseases. The company is investing a huge amount in the implementation of artificial intelligence within the organization and states that the system will be available for all patients and stakeholders within less time (Cigna Corporation, 2021).

Although artificial intelligence and robot's integration in healthcare organizations proved positive sources to enhance productivity,however, at the same time, some limitations affect the trust of patients towards them. Along with the integration of technology and advancement in healthcare, numerous cases of data breaches and hacking are also heard. Therefore, this is the factor that causes mistrust among the population. By integration of artificial intelligence, the company aims to enhance the productivity of the workplace, but at the same time, there will be ethical concerns of patients. Along with the ethical issues and patients concerns, there are legal issues that will affect the reputation of the organization ((CI), 2021). The health care organization aims to optimize its functions through the integration of artificial intelligence because it could learn from histories and patients' medical tests without losing in time and spending extra time. But the assessment of data of health care records by the boots that are not trustworthy.

Cigna Corporation is a healthcare organization that is offering a variety of healthcare services to local and international patients (Cigna Corporation, 2021). The company aims to expand its reach on international platforms and optimize its diagnostic and treatment approaches by the integration of robots and artificial intelligence that is also a need of time. Artificial intelligence is replacing human workers and offering health care to patients. Gaps are still exists. The question arises here that artificial intelligence over reports will offer physical and mental health care to patients, but what about spiritual health care that can only be provided by nurses or human health care practitioners. Spiritual health care is also an important need of every patient that helps them for rapid recovery. But modern healthcare organizations are avoiding this need of patients that will affect the outcomes of treatment. Cigna is currently using artificial intelligence to predict the patient's behavior about medication, however, the thought of providing personalized health care to patients might cause ethical or legal results. The role of technology and innovation to provide the data to health care practitioners is not ordinary, but at the same time, interventions of technology are harmful to patients and health care organizations themselves. The goal of the company is to focus on its health care business and offer quality health to patients at all costs. To meet market standards and the race of advancement, companies investing more and more in technological intervention with open that same thought about its impact on the ethical aspect of a business (Wisskirchen et al., 2017).

Cigna is one of the leading health care companies in the health care industry that maintains its position by carefully analyzing the market situation and consumer preferences. There are numerous strengths of the company that helps it to thrive in the marketplace of medical science. The strength of the company not only helps it to flourish in the existing markets but also helps maintain its place in the new markets. Following are the strengths of the company;

· The company has abilities to successfully track emerging products and participate in the innovation process.

· The company is getting higher returns on capital expenditures by building revenue streams.

· Strong brand order services please in the market that enhances the trust of patients towards the health care organization

· Cigna health strong internal and external infrastructure dead helps it to promote quality health care globally

· Through collaboration with mergers and acquisitions, the company is integrating with new firms and bringing higher innovation towards the company to enhance customer experience

· Strong free cash flow services hence their company to integrate into new projects (M.E, 2020).

Along with the strengths, Cigna healthcare company has some weaknesses on which the company should focus to improve. Few weaknesses of the company are as follows;

· Cigna is one of the most successful and leading healthcare companies in the United States, but still, the company has the matters gaps in its product line, such as gaps in the treatment also serious diseases.

· One of the biggest weaknesses of the company is the lack of faculty who can deal with its intercultural patience and bring quality health for them.

· The company needs to enhance or increase its investment in the research and development department with the standards of the growing industry. Instead of merging with small companies, Cigna should combine with the huge health care companies to enhance its standard.

· The financial planning of the company is not efficient and proper that affect its total asset ratio and liquidity ratio every year.

· The company needs to increase its spending on the Training of its workers to enhance its market image and gain a competitive advantage over its competitors (M.E, 2020).

Competitors of Cigna include a United Health Group, Molina Healthcare, and anthem health care organizations. These health care organizations are also offering quality services to patients globally and meeting their expectations for years. These companies are also integrating technology and innovation in their day-to-day functions to enhance customer experience and to enhance their recovery. The United health group is one of the leading healthcare organizations having technology involved in its day-to-day functions. The key to the success of these health care organizations is careful decision-making about the need of the organization regarding technologies. Taking motivation from the united health group, Cigna can think for improvement in its decision-making processes and then implement any technological or innovation change within the organization to minimize negative outcomes (Jasso-Aguilar, Waitzkin and Landwehr, 2004).

Cigna ranked 2nd when it comes to revenue that is $156.9 billion, While the revenue of the United health group is $252.6 billion. This difference in revenue is because of the range of services that boot healthcare organizations are offering and the number of employees. Cigna is doing its best to meet market standards and launch innovative approaches that enhance customer satisfaction. Anthem healthcare company is another competitor that has revenue of $121.9 billion. This healthcare organization is ranking at 1/3 and struggling to meet industry standards by offering quality but limited services (COMPETITIVE ANALYSIS, 2020).

The integration of artificial intelligence and robots in the healthcare organization be a positive aspect if there will be no ethical and legal implications. The major problem that health care organizations are confronting when it comes to the integration of artificial intelligence and robots is the patient's concern about the privacy of their information. Patients are the important stakeholders of any healthcare organization; thus, it is the ethical and moral duty of healthcare organizations to protect their privacy and information (Okamura, Matarić and Christensen, 2010). Laws and ethical concerns regarding artificial intelligence in health care in the United States are as follows;

· Use of informed consent researches,

· Transparency and safety,

· Algorithmic biases and fairness,

· Data privacy and protection (Jasso-Aguilar, Waitzkin and Landwehr, 2004).

The above listed four concerns apply to all healthcare organizations dealing with artificial intelligence systems. Business and inequality in healthcare services will increase because only those who can afford heavy investments would get benefit from this technology. At the same time, the middle class or lower-class population will suffer for this ability to healthcare services. It could be possible to add the organization is not intentionally doing this, but these possibilities are higher. Transparency and the safety of patients are the second dimensions of the problem that the organization is facing. Day-to-day increasing cases of hacking and data breaches serve as a field for Decision-makers of Cigna regarding the integration of artificial intelligence and in the organization (Sara Gerke, 2020).

Health care organizations are meaning the bright future, but the profound impact of AI on human privacy is ignored. The dignity and privacy of patients should be carefully considered while designing show boots for health care organizations. Research says that technology raises issues that are affecting fundamental human rights, such as freedom and privacy expressions (Sara Gerke, 2020). Research (Eleanor Bird, 2014) result from IPA shows that in the modern and advanced world, the biggest concern Arthur's patience is that their information is protected with the health care organizations. To solve problems or treatment for patients, it is important to know their history and background thus to keep this information private and protected and save it from any unauthorized access is the responsibility of health care organizations.

The problem that Cigna health care organization will confront there is to spend he would require investments in privacy and protection of the patient data if they decide to integrate artificial intelligence within the workplace. At the same time, if the health care organization aims to integrate robotics within the health care organizations to offer quality end fast has disappeared there are possibilities that the company will losses the loyalty of patience. Because Cigna will not be able to provide spiritual health care to patients anymore. This will bring several ethical issues for the company. Ethical issues will impact the acceptance of services provided by the healthcare organization, while legal issues are raised when customers' data will be breached and that will affect the organization's overall reputation.

Thus, the company should rethink its moves and invest more own research and development to evaluate whether the integration of artificial intelligence and robotics will bring opportunities for the company over there will be negative outcomes that might have a more drastic impact. The evaluation and analysis with its competitors will help the company to take a substantive decision without compromising on aids in the eye of the public and the expectations of patients. This project is aimed to discuss problems that Cigna is facing to integrate artificial intelligence and robotics in the organization and how this problem can be addressed to enhance the productivity and optimization of day-to-day processes. To integrate artificial intelligence and robotics in workplace organizations, effectiveness in the making through efficient market research and trends will be evaluated.

In the Cigna Health care organization, ethical and legal issues arise due to the integration of Artificial Intelligence and Robotics.

2. Solution Identification

Ethical issues are common in the artificial intelligence, where there is a need for improvement. The root cause of the ethical issue is that the data can be hacked, and, he or she can easily use the patient’s data for some unethical purpose. Since, it is difficult to bear the consequences in case of software development. However, a moderate approach should be used to deal with the ethical and legal issues related to the integration of Artificial Intelligence in the Cigna healthcare organization, which includes the utilization of deontological approach related to ethical concerns, secondly, there must be precise algorithms only dealing with the specific technology to deal with the issue of responsibility in term of complex problems, lastly, there must be stringent check and balance mechanism to deal with the behavior and responsibilities concerning moral values within the professional environment of Cigna healthcare company. Furthermore, another approach that can be used in the integration of Artificial intelligence is the use of responsible research and innovation (RRI), where the use of internal and external dialogues can be utilized (Stahl and Coeckelbergh, 2016). Moreover, when there is the incorporation of collaboration and rooted ethics can lead to a better system.

Furthermore, it is not a simple integration of artificial intelligence systems in healthcare but it is a series of events, which lead to the innovative research viable incorporation. If the developer of software or system is not well versed with ethics, there is a gap of ethics and will be filled by ethical issues. To deal with the issue, there must be a collaborate with the developer, instead of giving the collaborator just a code of conduct, he/she must be involved in such a way that there must be the integration of ethics within the system. This will leave no room for the missing areas. There will be cooperation between three distinct types of professionals, where science, philosophy, and community will be involved, leading to a better understanding of the issues (Stahl and Coeckelbergh, 2016). The current method will identify the appraising of moral and societal significances of technology, which is not negligible in any term, and supplementary work which can be subcontracted to philosophers and social scientists. The addition of such form will be beneficial in terms of quality of work as well as the collaboration of technologists, and scientists. As in the case of the human genome project, there was the integration of the same concept also known as ethical, legal, and social issues (ELSI), which incorporated the idea of ethics in term of collaboration within the technology from the start of the human genome project (Rip, 2009). Furthermore, there can be the incorporation of the 7th Framework Programmer as in the European Commission, where Robot being autonomous work under the supervision of a therapist in the DREAM research project (Fischinger et al., 2016). The project incorporated ethics within the system, leaving no room for further gaps or issues. The same method can be adopted by the Cigna Company to deal with ethical and legal issues.

The use of responsible research and innovation provides the approach for the integration of not only single internal factors but also the integration of external factors leading to better cooperation between stakeholders, where healthcare workers and industries can work together on issues related to Artificial Intelligence and find the better solution system (Stilgoe, Owen and Macnaghten, 2013). European Commission initiated a new research program name "Horizon 2020", which incorporated responsible research and innovation. Responsible research and innovation(RRI) can be defined as a "transparent, interactive process by which societal actors and innovators become mutually responsive to each other with a view on the (ethical) acceptability, sustainability and societal desirability of the innovation process and its marketable products (to allow a proper embedding of scientific and technological advances in our society)" (Von Schomberg, 2014). The program is majorly focused on the solution based on the involvement of all domains to deal with the ethical issues, also utilizing societal force (Stilgoe, (Stilgoe, Owen and Macnaghten, 2013). This approach uses issues and concerns from the past and helps them study the present prospects. The basic framework of research and innovation (RRI) is the use of four tools, where the anticipation of the influence, reflection on the determination and motivation behind the technology, engagement with all sector of societies directly or indirectly involved, and act on the flow of the innovation is utilized. The process and product issue can also be raised which can create a problem in the implementation of RRI (Owen et al., 2013).

Furthermore, the four Ps can be incorporated in the idea of RRI, which includes process, product, purpose, and people. The process includes the identification of all the procedures done while doing the research, the product includes the identification of misuse, purpose includes the reason behind the technology, and lastly, people include the major reason behind the technology (Stahl and Coeckelbergh, 2016).

When the responsible research and innovative approach is implemented, then, that will resolve the privacy issue that arises in the Cigna Healthcare organization due to the integration of Artificial intelligence and Robotics.

The independent variable in the hypothesis statement is responsible research and innovative approach whereas, the dependent variable is the patient privacy issue. Therefore, the research question is “how will the responsible research and innovative approach will impact the patient's privacy issue."

According to Rene(2013), innovation and research processes should be more adaptive and responsive to the challenges. Furthermore, it assesses the new technologies' impact and risks associated with the technologies (Schomberg, 2013). In another article, the author states that the data of patients are stolen from the hospital, however, OIG and CMS collaborate to promote the data security and privacy of the patients. Furthermore, healthcare professionals will safeguard the privacy and security of the patient (Taitsman, Grimm , & Agrawal, 2013). Furthermore, ethics and trustworthiness can be improved through innovation and research approaches (Strech, Weissgerber, & Dirnagl, 2020).

3. Research Methodology

Survey Questionnaire: Survey questionnaire is the data collection methodology, where data is collected based on the pre-defined population to determine several factors. The current survey will be based on several questions estimating the effect and usefulness of AI in Cigna Corporation.

First in the current study carefully survey questionnaire will be designed. In the questionnaire , different questions will be incorporated to measure the validity and usefulness of AI in the healthcare system of Cigna Corporation. Constant variables will also be included in the study. One of the issues in the survey is the unintentional and random responses in the survey, which can negatively influence the data interpretation. To cover this issue, random questions will also be provided to measure if the questions are based on randomness or carefulness. If these questions are provided with random answers, data will be dropped from that respondent. Further questions will be based on the effectiveness of the AI, for instance, the use of AI technology effect on the personalized medicines, the use of new robotics techniques, and their concerns about data privacy.

Data will be collected from the Cigna health care cooperation for one month period. Informed consent and data protection will be signed by the respondents. The data will not be collected through the online survey questionnaire as online questions are not accurate and random. The data will be collected individually in the hospital from the intended population. After the collection of data, all the data will be shifted to an excel sheet in Microsoft format. The data will be analyzed based on the random answers, and data with random responses will be dropped from the research. First data variability will be measured, using Cronbach's alpha, which is not a statistical tool but provides insight into the reliability of data. Data will be further analyzed based on the statistical tools using excel, or SPSS tool to measure if the use of AI in the Cigna Corporate is beneficial in the eyes of patients and employees working the system. First, descriptive statistics will be done on the data, and later further advance statistical analysis will be done to measure the effectiveness. The data will be further process based on the graphs and tables to give summaries information.

Data is considered a “valuable” resource that every company has. When a company knows about the wants and needs of the customers, then, that helps them to understand their customers. Moreover, through data, the company can attract customers by providing them what they need. Therefore, there are several methods through which we can collect the data, and those are surveys, online marketing campaigns, collecting the registration and subscription data, traffic monitoring, monitoring the social media, tracking the transactional data, and online tracking. Furthermore, primary data collection is another way to collect the data. It is more effective and accurate because, in the primary collection of data method, an individual personally collects the information from the individuals. Therefore, for this research project, data collected through surveys and primary collection methods. In the surveys, questionnaires are made that will be given to every individual in the Cigna healthcare organization and collect data from patients, doctors, nurses, and other staff members. This data will be accurate because it was collected from those people who are within the organization. If data is collected from outside the organization then that will give an inaccurate result (Paradis, O'Brien, Nimmon, Bandiera, & Martimianakis, 2016). 

Firstly, the problem statement is that by using the integration of research and innovation, Cigna organization can decrease the ethical and legal issues. For solving this, data will be collected through the primary source and survey. Moreover, before collected the new data, we will determine if there is any historical information or data already exist in the database. After collecting the data, we examine the data through average, variation, mean, mode, skewness, kurtosis, total samples, percentages, etc. Furthermore, after analyzing and examining the data, we interpret the result. This will help to decide how the integration of research and innovation and other approaches will decrease the ethical and legal issues that arise due to Artificial intelligence and Robotics.

The first task is to make questions. For making questions, we will need time, and that does not incur any cost. Therefore, another task is to make a survey questionnaire and that incurred print cost and which is 25 dollars. Furthermore, collecting data through a primary source does not incur any cost, however, if we use any software, then, that incurs the cost. 

Several risks are associated with the research project, and those are that if the questions that are present in the questionnaire are not relevant to the project problem statement. That will arise a risk that negatively influences the result of the research. However, this risk can be mitigated by getting help from teachers on making the questionnaires. Furthermore, inaccurate data risk is also present because normally people do not carefully fill the survey questions and that will negatively influence the result of the research. Therefore, some questions are present in the survey that will help us to know the questionnaire is filled with care or not and that mitigate the inaccurate data risk. Another risk that is associated with the survey is that people sometimes do not properly understand and interpret the questions. When an individual does not interpret and understand the question then that means they cannot accurately give their opinion which negatively influences the result of the research. For mitigating the risk, simple questions will be made that are easily understood and interpreted by every individual in the Cigna Healthcare organization. When these risks are mitigated/manage through proper techniques, then, that will not affect the project result. However, its risk and not manage on time then that negatively influence the result of the research project (Fischhoff, 2015). 

The cost-benefit analysis is used to analyze the negative and positive outcomes of the decision alternative. The main objective of the project is to know "how responsible research and innovation and deontological approach will decrease the ethical and legal issues in the Cigna corporation that arise due to the integration of Artificial intelligence and robotics". Furthermore, the main stakeholder of the project is “patients” because they bring most of the revenue. When customers are not satisfied with the service and concerned about privacy, then that negatively influences the profitability and brand image of the Cigna healthcare organization. Therefore, when this issue is resolved, then that will give benefit the organization in terms of revenue and improve the brand's image in the market. Furthermore, when brand image improves in the market then that positively influences the stock price of the organization. Therefore, when the issue is resolved then that increases the stock price of Cigna corporation in the financial market. 

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