These principles are, in my view, straightforward, non-partisan, and good for the end-user… something that NLX focuses on relentlessly while building out conversations.
Re: Safe and Effective Systems: YES! THANK YOU! Customers should be protected from unsafe and ineffective systems! There’s nothing more irritating than interacting with AI that doesn’t do the job it’s supposed to do, or worse - it puts you at risk! Brands offering automation need to ensure that customers get the help they need and aren’t left waiting and unhelped.
Re: Alternative Options: At NLX, we always want to do what’s right for the end-user. That is also what is generally right for our customers, our partners, and our business as well. That said, not every customer inquiry should be automated, and businesses must have alternative options where the end user can opt out and get the help they need to resolve their inquiry. This may mean that “containment” metrics take a dip but the tradeoff is increased customer satisfaction with service because the end-user is receiving the help they need.
Re: Notice & Explanation: While Conversational AI can be designed to be human-like, it is not human. This is an important distinction. Failing to inform the customer that a virtual assistant is being used can add to further mistrust of AI, creating a poor customer experience. With that said, we also agree that end-users should be aware that an automated system is being used.
The Biden-Harris Office of Science and Technology release continues to delve into further detail about protections for workers, healthcare providers, students, etc. While I do think the blueprint could delve a bit further into promoting the benefits AI can have, beginning with basic protections is a good place to start. We look forward to seeing what else the department publishes in the coming months!
Read more from the White House press release here.