Source: https://www.linkedin.com/feed/update/urn%3Ali%3Ashare%3A7029840254224273408
What’s Wrong with ChatGPT? #ArtificialIntelligence is being designed and deployed by corporate America in ways that will disempower and displace #workers and degrade the #consumer experience, ultimately disappointing most #investors. Yet economic history shows that it does not have to be this way. https://lnkd.in/gpthqas3 : by Massachusetts Institute of Technology Professors Daron Acemoglu [ https://lnkd.in/g-N8ngwK ] & Simon Johnson [ https://lnkd.in/gqpCG8Wc ] : Taking advantage of easy access to finance over the past decade, companies and #venturecapital funds invested billions in an #AI arms race, resulting in a technology that can now be used to replace #humans across a wider range of tasks. Instead of hiring people to interact with customers, companies will increasingly rely on #generative AIs like #ChatGPT to placate angry callers with clever and soothing words.
#Chatbots may be fine for handling entirely #routine questions, but it is not routine questions that generally lead people to call customer service. When there is a real issue – like an airline grinding to a halt or a pipe bursting in your basement – you want to talk to a well-qualified, #empathetic professional with the ability to marshal resources and organize timely #solutions. You do not want to be put on hold for eight hours, but nor do you want to speak immediately to an eloquent but ultimately #useless #chatbot.
More fundamentally, new companies offering better products and services generally require new technologies, such as #digital #tools that can make workers more effective and help create better customized services for the company’s clientele. But, since #AI #investments are putting #automation first, these kinds of tools are not even being created.
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