What with British Prime Minister Boris Johnson’s ‘limbless chickens’ speech at Tuesday’s U.N. General Assembly and Pope Francis urging Silicon Valley to make sure that artificial intelligence (AI) does not lead to a new ‘form of barbarism’, government AI policy has been thrust back into the headlines.
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Despite the proclamations of enhanced customer experience, much of the interest and deployment of chatbots today is driven by cost savings. Customer service departments and the CFOs that approve their budgets have an opportunity to significantly reduce HR costs and add a new service that also has the prospect of being a revenue generator.
However, there are good reasons why large companies replacing human customer service with an automated customer service agent should consider chatbot projects as brand and customer experience initiatives first, and not simply a software roll-out.
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Google CEO Sundar Pichai delighted the audience at the Internet giant’s annual developer event Google I/O last year with a demonstration of an upcoming feature for Google Assistant currently called Duplex. Live in front of the Mountain View audience, Pichai showed Google Assistant making a telephone call to a hair salon, talking to the salon representative who answered the phone, negotiating the time of the appointment and making a booking for the user.
The Google Duplex demo gave the audience (and Youtube viewers around the world) a tiny glimpse into our artificial intelligence future: a future where our intelligent devices will be able to make our calls, restaurant reservations, flight bookings and buy us tickets for the theatre.
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Thousands of retail stores in hundreds of cities across China are already using facial recognition technology to accept payments from their customers. Shoppers find it fast and convenient, in particular when self-checkout systems allow consumers to skip store checkout queues. In fact, it is becoming the new standard for in-store electronic payments, with Chinese shoppers even using face scan payments for buying everyday grocery items such as a loaf of bread.
But, thousands of kilometres away in the British Isles, public distrust in facial recognition technology seems to be intensifying.
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More than half of employers don’t have a written policy on the ethical use of AI or bots, whilst AI chatbots and how they interact with customers play a growing role in shaping brand perceptions.
If you’ve implemented a new AI chatbot platform, then your brand’s chatbot can be made available to customers 24/7, respond instantly to queries and resolve up to 80 percent of questions without the need to involve a human customer service agent. However, customer service agents are generally bound by contracts, employee codes of conduct and operating procedures. Do the same rules apply for your chatbot?
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The increasing spread of emotional AI, brings with it new concerns about privacy, personal data rights and, well, freedom of expression (although, in a sense, perhaps, not thought about much in the past). The data that the emotion recognition captures could be considered to be biometric data, just like a scan of your fingerprint. However, there is little legislation globally that specifically addresses the capture, usage rights and privacy considerations of biometric data. Until GDPR.
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