Or is the opposite likely to happen—does the AI frequently fail to solve the customer’s problem until the customer demands to speak to a human, and then you have to pay for the AI’s and the human worker’s time? And what’s the chance that it gives wrong advice that the company is then held liable for?
Even one case of that might be quite costly if the AI promised the customer something very expensive, and companies are likely to be nervous about such risks. Or in the case of electronic medical records, what’s the chance of the voice-to-text hallucinating words and potentially getting a person killed due to misdiagnosis? (I’m sure that human workers mishear things too, but I also expect that a jury will be much harsher on “we deployed an experimental system with a known tendency for hallucinations in our hospital” than on “our receptionist misheard”.)
All possible outcomes, yes! I think the jury question is important, however much it might end up being in some sense silly on the merits. There’s a lot of implementation details that can go wrong.
To add one more thought—done well, there can also be value in 24⁄7 availability, consistent customer experience, and never getting a busy signal or put on hold.
Or is the opposite likely to happen—does the AI frequently fail to solve the customer’s problem until the customer demands to speak to a human, and then you have to pay for the AI’s and the human worker’s time? And what’s the chance that it gives wrong advice that the company is then held liable for?
Even one case of that might be quite costly if the AI promised the customer something very expensive, and companies are likely to be nervous about such risks. Or in the case of electronic medical records, what’s the chance of the voice-to-text hallucinating words and potentially getting a person killed due to misdiagnosis? (I’m sure that human workers mishear things too, but I also expect that a jury will be much harsher on “we deployed an experimental system with a known tendency for hallucinations in our hospital” than on “our receptionist misheard”.)
All possible outcomes, yes! I think the jury question is important, however much it might end up being in some sense silly on the merits. There’s a lot of implementation details that can go wrong.
To add one more thought—done well, there can also be value in 24⁄7 availability, consistent customer experience, and never getting a busy signal or put on hold.