Can computerized decision support systems impact, eliminate, exploit, or reduce cognitive biases in decision making?
YES. In the early days of computerized decision support the American Airlines Sabre Reservation system favorably exploited human information processing limitations to increase sales of tickets on American Airlines flights. Since then the US Department of Transportation and the US Courts have restricted and prohibited such practices. The Computer Reservations System (CRS) Regulations originally adopted in 1984 prohibited display bias. The current regulation notes “Display bias has been a concern since the systems were first developed. Experience has demonstrated that travel agents are likely to book one of the first services displayed by a system in response to a travel agent’s request for information, even if services shown later in the display would better satisfy the customer’s needs. If systems give preferential display positions to one airline’s services, that display bias will harm airline competition and cause consumers to be misled.” Cognitive biases exist. People are predispose
