Artificial Intelligence and Regulation: Total Quality Management for Mental Health Services

Purpose Artificial Intelligence becomes increasingly embedded in various forms in organizational processes and business activities, transforming the structures that support organizations and industries at global scale. Technological innovations bring the need for regulatory institutions and frameworks to be introduced to monitor and control Artificial Intelligence applications, such as ChatGPT and other similar platforms in their current and future forms. This can ensure excellence, quality management and improved performance, more than ever before. We propose directions for the implementation of a TQM model, normalized in the standards of Industry 5.0, and adapted for the Mental Health Services sector. Methodology A Multivocal Literature Review was established to identify, select and evaluate published research. The paper used the EFQM Model to explore approaches in implementing Artificial Intelligence industry regulation. Findings We suggest that Artificial Intelligence needs to be regulated, and that this will be beneficial for the development of the quality of the services. Through direction of the regulatory institution, proper implementation of Artificial Intelligence in mental health services leads to business performance effects for the mental health providers and to health improvement outcomes for the patients, and eventually to the transformation of the paradigm of this sector’s services. We suggest that results can be affected by stakeholder’s perceptions. The advance of Artificial Intelligence is expected to shift paradigms in several sectors. Research limitations/implications A limitation of this research is that the paper does not include empirical data which could be modelled to verify the application of the EFQM Model. The main implication stemming is that the AI industry is rapidly developing technological and is expected to become a major factor in the operation of the economies. It will bring on the 5th Industrial Revolution, and the call for it to be regulated has to be considered imminently. Originality/value This paper contributes to the literature on regulation of the services of Artificial Intelligence platforms. Through a Multivocal Literature review, the paper argues for the need for such regulations. Through the use of the EFQM Model, the paper argues for the approach that can be implemented in regulating the Artificial Intelligence industry with the intention to ensure high performance and high quality. We particularly argue for the challenge of combing fast-moving Artificial Intelligence firms and platforms offering mental health services and slow-moving medical bodies which establish practices and protocols. Medical bodies are identified as key stakeholders restrained by their commitment to uphold deontological ethics.