Finn Myrstad on demands for good digital services

I'm Finn Myrstad, I'm working at the Norwegian Consumer Council and later today we're presenting a lot of research and some recommendations to the industry on digital services, specifically ten good demands for what a good digital service is. A good digital service, at least from a consumer's point of view, is a service that respects consumer rights and basic privacy rights, where the service don't take too much data, ask for permission in a way that the consumer can understand, and also has very good policies on how they treat the data. That's the only way we can really create a digital economy where consumers are in the focus and basically have their rights respected, and also gives the opportunity for businesses to use their data for good services. This is Kayla, she says Internet connected doll which means kids can talk to her. She is connected to the Internet and she will respond and get information from the Internet basically, Wikipedia. So doing some research just before Christmas that she's very easy to hack. She's very easy to connect to. She's not secure. The voice data is sent to an undisclosed third party. And basically the terms of service are horrendous. So we filed a complaint against her in 10 different countries, including the United States, just before Christmas. Well, they stopped sales at Walmart, Toys R Us, Amazon. Germany banned it all. And consumers in Scandinavia are getting refunds without a receipt. So we're definitely moving forward. But we still see that we need better legislation that is fit for this age, where basically every device will be connected online. And we don't have good enough rules for that today. I think we're going to see a lot of artificial intelligence coming now, where consumer data is used to provide generally often better services for consumers. But we also see a downside of that, where you can have targeted advertising that plays on your innermost emotions. These machines will know more about you than you know, about yourself. And we really need to find a better balance so that consumers know how their data is used for and against them. So we need more transparency. We need better laws, basically better regulations cross-border. That means the United States and Europe needs to work together. And eventually also the whole world. But let's start here in Europe and in the US. I think we hear a lot about artificial intelligence. We hear a lot about augmented reality, where you basically combine digital service in real life. So definitely that. And also... What are the business ethics moving into artificial intelligence? What are the boundaries of technology? What are the good things? And also, what are the bad things? Where do we not want to go? I mean, killer robots, I guess, is the area where we don't want to go, where machines basically can make decisions of life and death. And going from there and downwards, it's a lot of shades of gray there. And I think we need to find a balance. And that's being discussed all over the place.