site.btaProf. Tatyana Dronzina: Artificial Intelligence Increasingly Used in Mediation and Conflict Resolution in Global Practice

The use of artificial intelligence (AI) is increasingly being used in mediation and conflict resolution at all levels in global practice, said in a BTA interview by Prof. Tatyana Dronzina from Sofia University. In September, she conducted training for mediators from Kazakhstan on the opportunities that AI opens up in mediation. She quoted one of the owners of the largest conflict resolution association, who claims that AI will not replace mediators, but mediators who do not use AI will be replaced by the profession. Dronzina said that a virtual assistant mediator can not only provide options for resolving a dispute, but also offer a graph describing the dynamics of feelings and speech, as well as a semantic analysis of the parties to the conflict.

Resolving conflicts with the help of AI is not new; as early as 2014, 90% of the 60 million disputes handled annually by eBay were resolved without human involvement. It can be said that family mediation and the resolution of minor disputes related to traffic accidents, rent payments, and compensation for material damage have long been carried out through platforms, explained Dronzina. AI is entering not only mediation, but conflict resolution in general.

There are many platforms around the world that focus on family and community mediation, on out-of-court conflict resolution when there are disputes over rent, annuities, debts, and loans. There are also platforms that deal with international, intergroup, and interethnic negotiations. For simpler disputes, AI alone can work, but for more complex ones, there is a synergistic approach where humans and AI collaborate, Dronzina noted, explaining that there are two approaches to using these platforms for conflict resolution: AI working independently as a mediator, or a person working with their virtual assistant.

The virtual assistant-mediator can provide a record of what happened, suggest options for resolution, and propose a graph describing the dynamics of feelings, the dynamics of speech, and a semantic analysis of the parties to the conflict. And accordingly, the mediator can adjust their work according to these recommendations.

AI is applicable to any culture and country, including Bulgaria, Dronzina noted. She has not heard of AI being used here in mediation. “A month ago, I conducted a short survey of mediation specialists who are registered on the Ministry of Justice platform. Almost 90% of respondents are not familiar with AI, but at the same time, 98% are willing to learn about it.”

“AI is no more frightening than natural stupidity. It is an extremely good tool, not because the mediator will not think of doing what AI will do, but because it will take him a long time. Besides, the mediator cannot work 24 hours a day, while AI can operate 24/7,” she argued.