AI can't fix what automation already broke
Generative AI aids call center workers by detecting distress and providing calming family videos. Criticism arises on AI as a band-aid solution for automation-induced stress, questioning its effectiveness and broader implications.
Read original article
The article discusses how generative AI is being used in call centers to help alleviate stress among workers who deal with upset customers. The AI system at First Horizon Bank aims to detect signs of distress in call center agents and provide them with calming video montages of their families set to music. The piece highlights the high stress levels and turnover rates in call center jobs due to dealing with irate customers, often aggravated by automated systems like interactive voice response (IVR). The author criticizes the use of AI as a band-aid solution for problems created by automation, emphasizing the negative impact of technology on customer service and worker well-being. The narrative questions the effectiveness of AI in addressing underlying issues caused by cost-cutting measures and poor automation choices. Additionally, the author reflects on the broader implications of AI in the workplace, expressing concerns about the trend of using AI to cut corners and save on labor costs, potentially leading to degraded jobs and diminished customer experiences.
Related
Public servants uneasy as government 'spy' robot prowls federal offices
Public servants in Gatineau are uneasy as a robot from the VirBrix platform optimizes workspaces by collecting data on air quality and light levels. Despite assurances, the Government Services Union expresses privacy concerns.
AI is exhausting the power grid
Tech firms, including Microsoft, face a power crisis due to AI's energy demands straining the grid and increasing emissions. Fusion power exploration aims to combat fossil fuel reliance, but current operations heavily impact the environment.
You Can't Build Apple with Venture Capital
Humane, a startup, faced challenges with its "Ai Pin" device despite raising $230 million. Criticized for weight, battery life, and functionality, the late pivot to AI was deemed desperate. Venture capital risks and quick idea testing are highlighted, contrasting startup and established company product development processes.
Lessons About the Human Mind from Artificial Intelligence
In 2022, a Google engineer claimed AI chatbot LaMDA was self-aware, but further scrutiny revealed it mimicked human-like responses without true understanding. This incident underscores AI limitations in comprehension and originality.
The Encyclopedia Project, or How to Know in the Age of AI
Artificial intelligence challenges information reliability online, blurring real and fake content. An anecdote underscores the necessity of trustworthy sources like encyclopedias. The piece advocates for critical thinking amid AI-driven misinformation.
0 commentsRelated
Public servants uneasy as government 'spy' robot prowls federal offices
Public servants in Gatineau are uneasy as a robot from the VirBrix platform optimizes workspaces by collecting data on air quality and light levels. Despite assurances, the Government Services Union expresses privacy concerns.
AI is exhausting the power grid
Tech firms, including Microsoft, face a power crisis due to AI's energy demands straining the grid and increasing emissions. Fusion power exploration aims to combat fossil fuel reliance, but current operations heavily impact the environment.
You Can't Build Apple with Venture Capital
Humane, a startup, faced challenges with its "Ai Pin" device despite raising $230 million. Criticized for weight, battery life, and functionality, the late pivot to AI was deemed desperate. Venture capital risks and quick idea testing are highlighted, contrasting startup and established company product development processes.
Lessons About the Human Mind from Artificial Intelligence
In 2022, a Google engineer claimed AI chatbot LaMDA was self-aware, but further scrutiny revealed it mimicked human-like responses without true understanding. This incident underscores AI limitations in comprehension and originality.
The Encyclopedia Project, or How to Know in the Age of AI
Artificial intelligence challenges information reliability online, blurring real and fake content. An anecdote underscores the necessity of trustworthy sources like encyclopedias. The piece advocates for critical thinking amid AI-driven misinformation.