by James Wallace Harris, 3/10/24
What will happen if we all end up embracing artificial intelligence (AI)?
My friend Linda told me a funny story today. Her robotic vacuum cleaner was acting up, so she called its tech support number. The tech immediately started telling her how to troubleshoot the problem, but Linda had to tell her to hold on a minute.
Linda went off and gathered up her robot. When she came back, she said, “I’m sorry I took so long, I didn’t expect you to fix it right away.”
The tech replied, “That doesn’t matter, I’m a recording.”
Linda said the computer spoke perfectly and told her exactly what to do. She was shocked by how well the call went.
At first Linda and I joked about this incident, thinking up funny scenarios that standup comics could create about humans interacting with artificial intelligence machines.
I even thought I would try to write up some of those humorous ideas, but then I started thinking along a different track. What if people prefer getting phone help from an AI rather than real people? For years now everyone I know has complained about how hard it is to get any kind of support over the phone. Most folks hate phone trees. Many acquaintances complained they couldn’t understand phone support from foreign call centers. And everyone seems to think it’s almost impossible to get a human on the phone.
What if AI chatbots change all that? What if computers start giving us perfect service over the phone, the kind we used to think humans provided? No one wants humans to lose jobs to automation, but what if we end up preferring the AI voice over the human voice?
How far will that acceptance go? It’s one thing to want to get help from Amazon when your return doesn’t fit any of the listed reasons on the website. But what about more sophisticated support over phones? Would you choose to pay $20 an hour to talk to an AI psychiatrist over Zoom or $100-300 an hour to human psychiatrist in person? What if the cheap AI psychiatrist helps you become happier sooner?
Right now, AI chatbots aren’t factually trustworthy. What if they were? What if it was impossible to tell the difference between AIs and humans by talking to them over the phone? Synthetic voices are getting closer to sounding human. But with AI generated video, soon chatbots will be able to talk and look like a human over video calls too. What if AI chatbots could pass the Turing Test? Will you care? Remember that old New Yorker cartoon showing two mutts with the capture, “On the internet no one knows you’re a dog.”
Already people are using chatbots for friendship. I imagine they will soon offer phone sex talk if they don’t already. Will Only Fans users care if they see AI generated nudity rather than video images of real people?
We must ask, what do we really want from other people?
I’ve been watching the excellent limited series Feud on Hulu. The first season was about the feud between Bette Davis and Joan Crawford. The second season is about Truman Capote and how he ruined his friendship with several New York society women he called his swans. On the surface, the show is about famous conflicts, but below the surface it’s about hurt. It’s about what we want from friends, and why we don’t get what we want, which is recognition and support.
How often are you disappointed with technical or business phone support because the offered solution didn’t recognize your individual problem or solve it? What will happen to society if AI chatbots see deeper into our souls and give us more support than other humans? Will we let millions go unemployed?
This whole AI thing is going to be a lot more complicated than anyone ever imagined.
JWH
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