This is a huge exposure to “AI” customer service. Oh, it’s great customer service as measured from the vendor side because there is no process escape, except ceasing to do business with them. There is no source code to point to in a lawsuit that says “charge random customers” or “deny 95% of claims” — the cheating was in the training data set of what they thought were successfully handled interactions. Plausible deniability, no human being to testify or blame — what’s not to like? The person who authorized it is never going to be held responsible. As I’ve said, thats a feature of AI, not a bug. Not expensive AI necessarily, but what consumers are faced with
I used to run a workflow management initiative at a big computer company chip design organization, and making sure any mistake in chip design was not repeated was the biggest thing. Chip mistakes even back then cost millions during development and billions if they made it into customer systems.
Real Intelligence SEEKs to learn from the process exceptions and “escape conditions” and get bad news dealt with fast and for everyone exposed, not make there no place to report them.
Maybe we should call most of what we get from AI now “ersatz intelligence” — a cheap substitute for intelligence that noone will mistake for the real thing.
“This is a huge exposure to “AI” customer service. Oh, it’s great customer service as measured from the vendor side because there is no process escape, except ceasing to do business with them. There is no source code to point to in a lawsuit that says “charge random customers” or “deny 95% of claims” — the cheating was in the training data set of what they thought were successfully handled interactions. Plausible deniability, no human being to testify or blame — what’s not to like? The person who authorized it is never going to be held responsible. As I’ve said, thats a feature of AI, not a bug.”
Absolutely. Plausible deniability by design. It is the new “computer error” everyone used as an excuse for years now. They should be just as responsible for AI liabiliy as they would be for employee liability. And this greed is why they had Trump give them complete legal immunity.