Artificial Intelligence and Blockchain Technologies in Online Dispute Resolution: A Solution to Consumer Disputes in South Africa?

Abstract

With the growth of e-commerce transactions and people living their lives online, it is important for consumer disputes to be tailored in a manner that is suitable for consumers and their types of disputes. Currently South Africa is facing major delays in resolving consumer disputes, and consumers end up not pursuing their low-value claims as the current processes take a long time. Further, consumers do not have the funds to pay attorneys. The Consumer Protection Act 68 of 2008 (CPA) encourages the use of alternative dispute resolution (ADR) before a consumer dispute can be referred to a court of law. However, such ADR processes are lengthy and do not provide consumers with affordable and efficient relief. The current ADR processes do not meet the expectations of the consumers; thus, this paper proposes an integration of artificial intelligence (AI) and Blockchain Technologies in resolving consumer disputes via online dispute resolution (ODR). Various forms of AI and blockchain technologies are explored. The concept of ODR is introduced and current examples of ODR systems like eBay, and countries that have already moved to ODR with the integration of AI, are used as exemplary models for a South African ODR powered by AI and blockchain technologies