Often "algorithms" gets used as the bad guy for processes which are, strictly speaking, algorithms, but which are opaque, have strong societal relevance, and are obviously-computer-adjacent, for the purpose of criticizing the results of those processes.
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a) might be true for some cases. b) is not what people seek. For example, if customer service could tune "the algorithm" to remove apparent bias against women, then I presume they would have. That they haven't suggests the model is either not interpretable or not exposed to them.
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