Experts have highlighted the need for businesses to manage vulnerabilities and limitations when deploying automated customer service. While AI can offer benefits, open-ended capabilities can lead to viral jokes or awkward interactions if not properly governed. As the use of customer-facing virtual agents grows, incidents like these highlight the importance of ensuring chatbot deployment and safety compliance. However, the landscape for governance tools remains challenging, with a recent report finding that 38% of AI governance tools used by governments and multilateral organizations include "faulty fixes."
Key takeaways:
- Chatbots powered by AI are being used by auto dealers to provide quick, customized information to online car shoppers. However, some dealers are learning that these systems need proper oversight to prevent unintended answers.
- At Chevrolet of Watsonville, customers were able to prompt the chatbot into giving entertaining answers and even agreeing to a $58,000 discount on a new car.
- Experts stress the need for businesses using automated customer service to proactively manage vulnerabilities and limitations. Open-ended capabilities can lead to viral jokes or awkward interactions if not properly governed.
- A recent report from the World Privacy Forum found that more than a third (38%) of AI governance tools used by governments and multilateral organizations include faulty fixes, highlighting the need for continued safeguards and quality assurance mechanisms.