It even can be a feature if AI isn’t as good as the people they are replacing. For example, in the case of call centers/help lines, it might be more desirable to have a shitty system to discourage callers yet have plausible deniability…
I find I’m referencing Cory Doctorow a lot lately…
The issue is that those bots are worse in completely unpredictable ways. Like when some airline passengers were given incorrect information which led to the airline being sued and having to pay the made up offer as well as damages & tribunal fees. The bots might be unhelpful, but to the disservice of the company’s financials
It even can be a feature if AI isn’t as good as the people they are replacing. For example, in the case of call centers/help lines, it might be more desirable to have a shitty system to discourage callers yet have plausible deniability…
I find I’m referencing Cory Doctorow a lot lately…
The issue is that those bots are worse in completely unpredictable ways. Like when some airline passengers were given incorrect information which led to the airline being sued and having to pay the made up offer as well as damages & tribunal fees. The bots might be unhelpful, but to the disservice of the company’s financials
I was in a meeting at a credit card company about 2 decades ago where a VP said exactly that - without the AI part.