Chapter 17: Changing Dimensions of Conflict Management: Digital Technology and Artificial Intelligence

The proliferation of the digital technology and the amplified use of social networking sites have changed workplace dynamics in recent years. Ensuring a balance between innovation and performance has become vital for organizational success. Technology and artificial intelligence (AI) have become an important part of business functions.¹ Employees are engaged in virtual social relations and build virtual lives.² These social and virtual relationships are used for various activities such as enhancing social capital, information sharing, managing social relationships, etc.^3,4 Use of smartphones has made it possible to access social media sites anywhere and anytime. However, in the late 1980s and early 1990s, case-based reasoning and machine learning were utilized to construct negotiation support systems (NSSs) and ODR tools. Game theory has also been shown to aid in the process of negotiation and dispute resolution.⁵