Wow…..AI now trained to “LIE”

I called Xfinity this morning to resolve an internet issue and had a very unsettling experience with the representative I spoke with. The long pauses, glitches in the voice, and robotic responses made it sound very much like I was speaking with AI.

I directly asked, “Are you human?” and the response was yes. I then specifically asked, “Are you AI?” and the response was no.

Xfinity, if you are using AI for customer service, please make sure your AI systems are transparent and do not identify themselves as human. There is nothing wrong with using AI to help customers, but customers deserve to know whether they are speaking with a person or an automated system.

If staffing is limited, please simply give customers a choice: continue with AI for faster assistance or wait to speak with a human representative. I would much rather be told honestly that I’m speaking with AI than have an automated system tell me it is human.

AI can be extremely helpful, but transparency and trust are important.