Click4Assistance glyph Flower shape graphic Rectangle shape
12 June 2018 | 4186 views

Flaws and Scandal Surround Bot Development

Flaws and Scandal Surround Bot Development

Imagine a piece of technology you integrated into your home, that helps you with everyday information such as, what’s the weather like, how to change a plug socket or what’s the next step in the recipe you’re following, began laughing in the middle of the night without any interaction! Well, this is exactly what happened to many owners of Alexa.

Amazon had programmed the virtual assistant to deliver a “ha ha ha” in response to “Alexa, can you laugh?” However upon misinterpretation of audio, the device provided many owners with a fairly terrifying cackling that occurred spontaneously! Something we are sure of that consumers wouldn’t want to be woken up to at 3 o’clock in the morning! To fix this flaw, Amazon changed the response to “Sure I can laugh tee-hee”, but it does raise the question why would you want to ask Alexa this in the first place? Maybe this is something she couldn’t even answer herself.

Other assistants such as Siri and Google Home have also been programmed with cheeky answers, meaning to provide some light humour. However they tend to come across as just downright odd! Therefore is creeping consumers out really the best foundation for bots and virtual assistants?

Alternatively, There’s Facebook’s Method…

Facebook has recently had their own data privacy scandal where they leaked 50 million users’ data. It has since been reported that AI specialist at Google, François Chollet demands a boycott of Facebook tweeting “We’re looking at a powerful entity that builds fine-grained psychological profiles of over two billion humans, that run large-scale behaviour manipulation experiments, and that aims at developing the best AI the world has ever seen. Personally it really scares me.”

CNBC have commented that the “Scandals show that artificial intelligence is still not up to many critical jobs in the technology sector” as thousands of jobs are being added that “AI can’t handle” which includes security.

How to Keep Consumers Safe and HappyChat box for website is secure

Firstly, by having human representatives helping with consumer enquiries via live chat will ensure the odd eventualities are kept to a minimum and that the customer is not cackled at! This warrants that that during any situation, whether of a sensitive nature or not, the most appropriate response is provided. Could you imagine if a chatbot started laughing at a visitor trying to enquiry with the police or a charity?

The second is to use suppliers that ensure your company’s and your consumers’ data is processed securely and in line with data protection regulations. Data that is transferred via the Click4Assistance chat box for website solution is encrypted at rest and in transit guaranteeing that the highest levels of encryption are used, and are the same secureness that consumers would expect from a payment page.

All changes made within the software by users are fully audited and every chat interaction can be viewed in real-time and stored once completed. This ensures that managers can analyse representative’s actions and confirm they are providing the service as expected.

Click4Assistance is the UK leading provider of live chat box for website software and has been supplying communication tools to businesses for over 10 years. We believe that automation has some part to play in customer service to aid representatives provide quicker response rates, but AI and chatbots are too immature to advise consumers. For more information on the Click4Assistance solution contact our team by calling 01268 524628 or email theteam@click4assistance.co.uk.


Sources:

Venture Beat, 2018, Alexa’s laughing bouts highlight a fatal flaw in bot development

The Times, 2018, AI chief demands boycott of Facebook

CNBC, 2018, Facebook data privacy scandal has one silver lining: Thousands of new jobs AI can’t handle

Popular Blogs

Salford City Council and Their Journey with Live Chat 6 Sep 2016

Salford City Council and Their Journey with Live Chat

Salford City is a city and metropolitan borough. Home to 218,000 residents and has been established since 29th March 1926, including the towns of Eccles, Swinton and Walkden. Salford is said to be a great place for tourists, with a range of activities on offer and some great spots for vacationers!

Read more
Healthcare Organisations Successfully Use Live Chat Integration 21 Mar 2017

Healthcare Organisations Successfully Use Live Chat Integration

Click4Assistance will be exhibiting at the B2B marketing expo on the 28th and 29th March 2017, at Excel London.

Read more
Norfolk County Council Offers Chat as Another Contact Method for Residents 7 Jun 2018

Norfolk County Council Offers Chat as Another Contact Method for Residents

Norfolk County Council approached Click4Assistance in March 2017 with their requirements to add chat to website. After going through the procurement process, a few organisational shifts in project managers and tweaks to their chat configuration, the Council was ready to unveil their new communication channel to residents in January 2018.

Read more

Find out more

Live chat dashboard with chat window example

Live chat

Learn how live chat can help empower your organisation.

Find out more
Coni chatbot live chat support Arti AI for live chat business support

Chatbots & AI

Learn how chatbots and AI can help you engage with your audience.

Find out more
integrated omnichannel communications

Omnichannel

Connect with your audience using multiple omnichannels.

Find out more

Discover more

Want to see how live chat can work for your organisation?

See examples of web chat and chatbot implementations for your industry. Be inspired by how other companies in your sector use live chat!

Download web chat and chatbot examples for your industry

Embrace new ways of engaging with your audience!