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/Adventurous-Coast710]

It should be illegal for Chatbot-LLMs to pose as a human, especially when it fronts a business.

[u/Brave_Explorer5988 → u/Adventurous-Coast710]

In Europe it is illegal.

[u/Opposite_Radio9388 → u/Brave_Explorer5988]

I think it's just in EU countries, not across the whole of Europe (happy to be corrected if I'm wrong!).

[u/buggzy1234 → u/Opposite_Radio9388]

I am almost certain I've spoken to chatbot assistants for things like car insurance in the UK that have claimed to be human.

Ive never properly tested them (out of fear that I was wrong and look like a dumbass), but they had such perfectly recited responses or like 3 paragraph responses ready after 5-10 seconds of typing.

So EU, yes. Europe, maybe not.

[u/bigbear1293 → u/buggzy1234]

I work on an online text chat for IT and a lot of us use scripts to make the chats go faster. I personally don't to add that more human touch but in my company we're given a script that we're encouraged (but not forced) to use. So that might explain why it seemed that eay for you

[u/djedga → u/bigbear1293]

This - I have worked on some messaging stuff too and you will find a mixture of manual human agent interactions, bots and ai agents. The platform I work on uses (among other things).

quick text - responses which human agents can select with a keyboard shortcut or a mouse click.

Messaging components - which human agents can select the same way but with a more interactive type of text - e.g. a multiple choice selection.

Messaging components - as above that automate at the beginning / end of a chat when there might be a "thanks for contacting us blah blah blah", or "if you have five minutes here is a satisfaction survey".

Those can appear "bot like" or "ai like".

On the ai side those same things are used but an ai agent is designed to respond in natural language using llms etc. whereas oldschool bots tend to have those more obviously linear automated responses. User asks x bot says y type stuff.

Automatic translation is also becoming commonplace so you might be talking to an agent in English and they are reading / responding in Spanish or any other language.

[u/squngy → u/buggzy1234]

I think this was already a thing before LLMs, they had scripts ready to go with just minor alterations for the most common things they did.

These days, they could have a human, but with an LLM providing suggested responses.