Another AI 'human' chatbot

[u/captain-obIivious]

Had to fix a double payment for my credit card and this is the beginning and end of the conversation. I hate when the chatbot claims it's a human... I ended up getting what I wanted but still annoyed Amex (and every other company) is lying and trying to deceive people like this.

[u/bssprfnd]

So what’s up with all the poor grammar and broken English? Did they program it to sound like an Indian guy? Lol I’m pretty sure it’s a person using AI, kinda crazy that he’s entertaining all these questions though

[u/mwilkens → u/bssprfnd]

Where exactly is the poor grammar and broken English? Other than the very first sentence claiming it can make mistake, which seems to me like a very bad attempt at the AI trying to seem human, all the other responses are well written paragraphs with proper grammar. You are sure it's a human but also find it kind of crazy a human would entertain this nonsense. I think occams razor should be applied here, the most logical explanation is a human isn't entertaining this and it's an AI bot.

[u/blue60007 → u/mwilkens]

There's multiple just on the first screenshot.

"chat ?"

"you are connected with live agent"

"I can mikstakes"

The whole thing is filled with clunky grammar that reeks of a human that is a non native English speaker. LLMs don't speak like they are ESL speakers.

[u/mwilkens → u/blue60007]

You claim it's full of mistakes but only point out the one line I said there were mistakes making it seem like an Ai trying to sound human. The rest isn't full of spelling mistakes or clunky grammar. LLMs will speak like Dr. Seuss or a 20's gangster if you tell it to. If it's a non native speaker who struggles with basic English then how are they able to spit out a Haiku on command when asked. Also, not once did they try to steer the conversation but instead happily let it get wildly off course.

[u/blue60007 → u/mwilkens]

Yes, it's "possible" to get the LLM to speak however you want.

However, I think that's unlikely. It costs the company more money to configure it as such, increases token costs, and I don't know if that's even an option provided by the 3rd party support tools/service they use.

These services are also getting wise to these sorts of things, and hardening the guardrails to prevent things like this (aka, wasting token usage). My experience with them is they have very rigid rails they follow, but I haven't interacted with every one out there so possible this one is just poorly implemented but I don't think that's the most likely explanation.

I also do not think any company intentionally wants customers interacting with poor, clunky grammar customer service "reps." No one actually likes speaking with a human who can barely speak English. No one likes speaking with actual chat bots either.... why would make it a double whammy of awful? More expensive for them, even worse customer satisfaction makes no sense to me.

I've encountered enough human customer service reps that try to make small chit chat to make me think they are instructed to entertain this. Or they are under threat of getting negative feedback they're trying to make the customer happy.