在近期的EMFCamp，我碰巧碰到了凯特·德夫林教授，他略微谈到AI抵抗名单。 我认为我们可以做的一件有用的事情就是大声抱怨AI的低劣用途。 举个例子
如前文所述，我正在联系发送错误日历邀请书的公司。 我联系的一个组织是英国Ocado网上超市。 他们无法轻易联系他们的技术团队，也没有明显的路径来提出错误报告，所以我填写了他们通常的客户服务反馈表。 我对问题作了明确的说明，并对为什么我认为是他们的服务问题作了详细的技术分析。
我收到奥卡多"露露"的回信：
谢谢你联系我们分享我们日历文件的反馈
你完全是对的当你试图组织你的送货时技术故障突然冒出来实在是太痛苦了所以我保证了把你的反馈传给我们的技术和网络商店团队
我们真的很感激你花时间帮助我们改善我们的服务。 我希望你能有一个美好的休息日
我的意思是，这是AI对不对？它开始于经典的讲述一个共鸣协议。
下一个是电线受到聊天员的喜爱，但在英国英语风格指南中几乎听不见。
最后(这很难量化)它只是感觉不像是客户服务的反应。 他们的拼写通常很差，有多德主义的语法，并问了很多无关紧要的问题。 这个信息让我无法相信，有人曾研究过这个问题，我怀疑这个问题是否已经传递给一个技术上有能力的人。
我马上得到了客户满意度调查。 通常我给人类打上顶级的记号，因为尽管"网络促进者评分"是胡说八道，但我不想让客户服务agents遭受不良评论的不光彩。 但在这次调查中，我发泄了我的脾脏，给每个度量的1分
我感到惊讶和高兴
我看过你的调查评论关于得到一个机器人，AI生成的回复之前，我想亲自联系以道歉。 没有比指出一个合法的错误更令人沮丧的了只觉得你在和砖墙说话我答应你，有一个真正的人输入这个了！
第二，我想向大家致谢，感谢你们非常详细的诊断。 很少得到反馈，这些反馈告诉我们什么被打破了，怎样修复。
我可以向你保证，这已经交给我们的团队调查。 你的反馈会让很多人的生活更加平稳，我们真的很感激你花更多的时间来帮助我们做到正确。
再次感谢你，我确实希望这个问题能迅速得到解决。 如果有什么我可以帮忙的同时，请不要犹豫取得联系。
也许我是感人的天真，但感觉更多人，对不对？语法不完美，句子比较粗糙，似乎实际上与我的信息内容有关。
我知道拥有一百万 irate客户服务消息是一个麻烦。 使用AI来分解它们可能具有商业意义，概括动词对客户服务agents可能有用
但利用AI来回应人类只是不尊重。 它的称组织重视客户的时间少于自己的时间。
可以叫出低劣的人工智能并坚持一个人类与你接触。
本文由 AI图鉴自动抓取并翻译，版权归原作者所有；如需查看原文请点下方链接。
At the recent EMFCamp, I bumped in to Professor Kate Devlin who was talking a little about the AI Resist List. I think one of the useful things we can do is loudly complain about shitty uses of AI. Here's an example.
As mentioned in a previous post, I'm contacting companies which send malformed calendar invites. One of the organisation I contacted was the British online supermarket Ocado. They don't have an easy way to contact their technical team, and no obvious paths to raise a bug report, so I filled in their usual customer service feedback form. I included a clear statement of the problem and a detailed technical analysis of why I thought it was a problem with their service.
After sending in my message, I received this back from "Lulu" at Ocado:
Thanks for getting in touch and sharing this feedback about our calendar files.
You're entirely right—having a technical glitch pop up when you're trying to organise your delivery is a real pain, so I've made sure to pass your feedback on to our technical and webshop team.
We really appreciate you taking the time to help us improve our service. I hope you have a wonderful rest of your day
I mean, that's AI right? It starts with the classic tell of a sycophantic agreement.
Next up is the em-dash. Beloved by chatbots but almost unheard of in British English style guides.
Finally (and this is hard to quantify) it just doesn't feel like a customer service response. They're usually poorly spelled, have dodgy grammar, and ask a bunch of irrelevant questions. The message gave me no confidence that anyone had looked at the problem and I doubted it had been passed on to a technically competent human.
I immediately got a customer satisfaction survey. Usually I give top marks to humans because, even though Net Promoter Score is bullshit, I don't want customer service agents to suffer the indignity of a bad review. But in this survey I vented my spleen - giving crappy 1 ⭐ scores on every metric and complaining vociferously about how rude it is to use an AI to deal with a genuine complaint.
I was both surprised and delighted to receive this back a few days after my invective was sent:
I saw your survey comment about getting a robotic, AI-generated response previously, and I wanted to reach out personally to apologise. There is nothing more frustrating than pointing out a legitimate bug only to feel like you're talking to a brick wall. I promise you there is a real person typing this out!
Second, I wanted to send a massive thank you for the incredibly detailed diagnostic. It is rare to get feedback that tells us exactly what is broken and how to fix it.
I can assure you that this has been passed to our team to look into. Your feedback is going to make things much smoother for a lot of people, and we really appreciate you taking the extra time to help us get it right.
Thank you again, I do hope that this issue is resolved quickly. If there is anything else I can help with in the meantime, please don't hesitate to get in touch.
Perhaps I'm being touchingly naïve, but that feels a lot more human, right? The grammar isn't perfect, the sentences are a bit more rambly, and it appears to have actually engaged with the contents of my message.
I get that having a million irate customer service messages is a hassle. Using AI to triage them probably makes business sense, summarising the verbose ones could be useful for customer service agents, and totting up general themes is almost certainly a sensible way to gather metrics without overloading the workforce.
But using an AI to reply to a human is just disrespectful. It says the organisation values their customer's time at less than their own.
It's OK to call out shitty AI responses and insist that a human engages with you.
Auto-fetched and translated by AI Atlas. All rights belong to the original author.