Earlier quoted context omitted.
Most of these companies didn't make it, they took an existing one and fed it some additional information about their company.
So what?
Are you asking me or the OP?
Air Canada is responsible for chatbot's mistake: B.C. tribunal
421–430 of 434 posts
Re: Air Canada is responsible for chatbot's mistake: B.C. tribunal
#422Earlier quoted context omitted.
It's not like human call center staff has never given anyone wrong information, or cost companies money in fines and lawsuits. The bar LLMs have to clear to beat the average front line support operations isn't that high, as your own experience shows. And compared to a large force of badly paid humans with high turnover, LLMs are pretty consistent and easy to train to an adequate level. They won't beat great costumer…
> It's not like human call center staff has never given anyone wrong information, or cost companies money in fines and lawsuits. If a company representative told me in writing (perhaps via email support) that I could claim a refund retroactively, and that turned out to not be their policy, I would still expect the company to honor what I was told in the email. Phone calls are difficult more because there is no record…
> It's just so socially unusual to record phone calls.
Is it? I can not remember the last time I called some business where I did not get a “this call may be monitored or recorded for quality and training purposes…”. whatever perceived social hangups the company had they got over them and you don’t even need to ask in a 2PC jurisdiction, it’s already taken care of, just record the call.
Re: Air Canada is responsible for chatbot's mistake: B.C. tribunal
#423Earlier quoted context omitted.
It's not like human call center staff has never given anyone wrong information, or cost companies money in fines and lawsuits. The bar LLMs have to clear to beat the average front line support operations isn't that high, as your own experience shows. And compared to a large force of badly paid humans with high turnover, LLMs are pretty consistent and easy to train to an adequate level. They won't beat great costumer…
It's still way too easy to send LLMs into a complete tangent of rambling incoherently, opening yourself up to the LLM making written statements to customers you really don't want. I recently asked some LLMs "How many gallons in a mile?" and got some very verbose answers, which turned into feats of short story short stories when I refined to "How many gallons of milk in a mile?"
I just tried the latter with gab’s AI and it was excellent.
Re: Air Canada is responsible for chatbot's mistake: B.C. tribunal
#424Earlier quoted context omitted.
> Another "new normal" How come anything that is "new normal" is never good? If it allows them to reduce costs (and there's enough competition to force them to pass that on as reduced prices), I'm fairly happy with a new normal. See also how air travel in general used to be a lot more glamorous, but also a lot more expensive.
Yeah they pass those cost saving right onto record corporate profits for the last 20 years...
Huh? Airlines are notorious for being bad for investors.
(And even without looking up any data, I find your 'record profits for the last 20 years' hard to square with my memories of covid.)
EDIT: I tried to find some indices for airlines. The closest I found was https://finance.yahoo.com/quote/JETS/performance/ which didn't exactly have a stellar performance.
So I'm not sure where you get your claim from?
Re: Air Canada is responsible for chatbot's mistake: B.C. tribunal
#425Earlier quoted context omitted.
Apparently Miele has started to have quality issues. But they still might be a good bet, if only for the fact that they are (probably?) the last family run business in the market.
I did not know that! Thanks. Indeed, "family run", depending on where they are in the internal-to-the-family management-transition cycle, is more encouraging to me than "publicly held". ("Private equity" is always and everywhere a huge red flag.) It's depressing to me that we have to think about those things. I mean, "buyer beware" has always been the case, but it seems like we have to be more wary (or more wary of m…
It might be just the normal process of capitalism in which you see take-over after take-over leading to ever bigger companies?
Re: Air Canada is responsible for chatbot's mistake: B.C. tribunal
#426Re: Air Canada is responsible for chatbot's mistake: B.C. tribunal
#427Earlier quoted context omitted.
It's not like human call center staff has never given anyone wrong information, or cost companies money in fines and lawsuits. The bar LLMs have to clear to beat the average front line support operations isn't that high, as your own experience shows. And compared to a large force of badly paid humans with high turnover, LLMs are pretty consistent and easy to train to an adequate level. They won't beat great costumer…
> It's not like human call center staff has never given anyone wrong information, or cost companies money in fines and lawsuit A human will be more likely to say "I don't know" or pass you along, rather than outright lie.
[deleted]
Re: Air Canada is responsible for chatbot's mistake: B.C. tribunal
#428Earlier quoted context omitted.
Especially once we have ai lawyers ;)
This initially sounded pretty good until I thought it through. Democratizing access to council and forcing troll lawyers to deal with trolling bots seems good but it will shape up like other spam arms races while legal systems gear up to deal with the ddos attacks. Good for spammers and most entrenched players, bad for the public at large. Already we can’t manage to prosecute ex presidents in a timely manner before t…
Don't worry, AlphaJudge will provide swift justice at scale.
Re: Air Canada is responsible for chatbot's mistake: B.C. tribunal
#429Earlier quoted context omitted.
With RAG it's entirely possible to essentially eliminate 100% of hallucinations, given you are ok with responding with "I don't know" once in a while. These situations are likely coming from poorly implemented chatbot, or they decided that "I dont know" was not acceptable, and really that should be a queue to send you to a real human.
do the people managing the chatbot know that though? this shit gets sold as a way to replace employees with, essentially, just the middle manager that was over them, who is now responsible for managing the chatbot instead of managing people while managers are often actually not great at people management, it's at least a somewhat intuitive skill for many. interacting with and directing other humans is something that…
Well if incompetence is cheaper to implement, out come the lawyers to erase whatever perceived savings there were.
Re: Air Canada is responsible for chatbot's mistake: B.C. tribunal
#430Earlier quoted context omitted.
> It's not like human call center staff has never given anyone wrong information, or cost companies money in fines and lawsuits. If a company representative told me in writing (perhaps via email support) that I could claim a refund retroactively, and that turned out to not be their policy, I would still expect the company to honor what I was told in the email. Phone calls are difficult more because there is no record…
> It's just so socially unusual to record phone calls. Is it? I can not remember the last time I called some business where I did not get a “this call may be monitored or recorded for quality and training purposes…”. whatever perceived social hangups the company had they got over them and you don’t even need to ask in a 2PC jurisdiction, it’s already taken care of, just record the call.
Which implies most humans calling any form of customer service should probably have a local audio recording, because otherwise you're in a lopsided witness situation. Don't want there to be a recording? That call just happened to not be recorded. Notably, this is getting difficult anyway with how easy it is to manufacture vocal data.