Chatbots brought to court – Kommersant FM
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Artificial intelligence has brought Americans to court with large companies. A California resident filed a lawsuit against clothing and footwear retailer Old Navy over a chatbot that stores correspondence with customers, CNBC has found out. According to the TV channel, the plaintiff believed that the technology convincingly impersonates a real person, and this encourages sharing personal information. According to the victim, he did not know that the neural network was recording and saving the entire conversation and information about how the user navigated the site. The lawsuit ultimately claimed that Old Navy illegally shared such data with third parties without informing consumers or seeking their consent.
Similar lawsuits were filed against the home improvement chain Home Depot and the automaker General Motors. There may be even more such proceedings, says Alexander Serbul, an expert on neural networks at the Bitrix-24 service: “This information has been collected before. It’s just that no one knew how to use it to improve sales.
When training, neural networks use all available data: mouse movements, voice timbre, pauses between words, keystrokes. This is simply a stream of information that is loaded into the neural network, and while learning, it begins to take it into account.
Let’s say if you move the mouse from right to left, the AI model will identify this pattern and begin to use it. If, for example, you often press space, then you need to sell water. She finds these nonverbal behavior patterns that are used to help you or sell you something.”
Italy limited the use of chatbots at the state level due to data leaks at the end of March 2023. The country’s authorities have banned access to the ChatGPT service: due to a glitch, some users could see other people’s messages, as well as names, surnames, e-mails and payment information of subscribers.
“Kommersant FM” found out from representatives of Russian business whether they use artificial intelligence to communicate with clients.
Founder of the Topgun barbershop chain Alexey Lokontsev: “If you talk with an interlocutor for five minutes, and then realize that it was a robot, then you don’t want to work with this company anymore. That’s why I banned the use of any voice assistants. But in our company, chatbots are used in WhatsApp and Telegram. People try to sign up this way because it is convenient. They are used, they fill out most of our records, it’s even more effective than calling administrators.”
Deputy Chairman of the Board of Lanta Bank Irina Rys: “Our support service is formed exclusively from people. One of the most common requests from clients who call the hotline is to connect to an operator, not a chatbot. The dissatisfaction associated with the fact that a person in a conversation with a robot cannot get a normal answer, constantly repeating the same request, is certainly understandable. We cannot afford to lose customers due to chatbots that may at some point misunderstand something or fail.”
Vice President of the insurance company “RESO-Garantia” Igor Ivanov: “Contact between the client and a living person is fundamentally important. In our case, there are several options. Firstly, a traditional contact center staffed by qualified operators, and secondly, the ability to call a personal insurance agent. In an emergency situation, for example, when a person gets sick, he needs to call a doctor; leaving him alone with a soulless mechanism is incorrect. We cannot yet imagine a situation where our operators will be replaced by some kind of artificial intelligence.”
Earlier it became clear how popular chatbots are among Russians. According to VK, almost 3/4 of the country’s citizens actively use such tools in everyday life. In July 2023, company analysts surveyed more than 1.2 thousand residents of large cities aged 14 years and older. It turned out that most often people encountered chatbots in banking applications or instant messengers. 59% of respondents answered this way.
Everything is clear with us – Telegram channel “Kommersant FM”.
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