It's generally left up to the customer to assume that the interaction is coming from a human or a machine.ĭoes anybody care if they're talking or chatting with a human or machine? And if they do, will they care in a few years after everyone is more accustomed to AI-based interaction? Airline apps let you know about changes to your flight. The Uber app notifies you than your car is arriving. But, increasingly, this interaction is happening through websites and apps as reminders or notifications. When we think of "customer service," we think of calling on the phone specifically for help of some kind. Gartner estimated last year that one-quarter of all customer service and support operations will integrate AI chatbots by next year, up from less than two percent in 2017. And they all identify themselves as bots. Chatbots have proved to be a boon for customer service and sales. Now Google has added a vague disclosure to the beginning of the call.Īnd, in fact, this is the main type used by the proliferating customer service chatbots from companies like Instabot, LivePerson, Imperson, Ada, LiveChat, HubSpot and Chatfuel. After initiating a restaurant reservation using the Google Assistant, Duplex would call a restaurant, interact as a person - but not a specific, living person - and not identify itself as AI. The other use of Duplex, which was the first Google demonstrated in public, started out as the second kind. It's use to answer calls when someone calls a Google Pixel phone is the first kind of AI - it identifies itself to the caller as AI. I detailed in this space recently the subtle difference between Google's two public implementations of its Duplex technology.
#Piper inetwork software
Even chatbots that identify themselves as software are increasingly designed to interact with the pace, tone and even flaws of human interaction. What all three of these have in common is - regardless of their pretenses to humanity - they all try to behave like humans. poses as human, but not a specific person.interacts like a human, but identifies itself as AI.Right now, AI that talks or chats can be categorized in the following way: We're on the brink of confronting AI that impersonates a person.
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