Will We Ever Trust AI?

Following the recent reveal that Alexa has suddenly started laughing, apparently of her own accord, the big question is not how or when Amazon will fix their bug, but whether humans will be able to trust Artificial Intelligence (AI)?


Despite Amazon promising to fix Alexa’s “loud and creepy laugh”, the AI assistant, implemented into many homes throughout the world, has panicked some users. Alexa uses machine learning technology to constantly improve, which means it’s always listening, even when you think it’s not. This, in light of recent data security breaches, is understandably concerning to many Alexa owners.


The sci-fi world of Space Odyssey is all too close for some people, urging us to get on board with its Artificial Intelligence. Yet many have a deep-rooted mistrust of AI and the like, from self-driving cars and automated checkouts, to in-home AI.


Seeing the recent tech-based scandals that have taken place in recent weeks, such as Facebook’s large data breach – a scandal that enabled a data analytics firm to improperly gain access to the personal information of 50 million Facebook users – such mistrust can hardly come as a surprise.


Data security is a big concern generally, causing many to feel afraid of handing over their data to a robot. Yet, where data and robots are concerned, we can’t deny the advantages. For example, data can be deleted more easily than ever before at a single command, and it’s incredibly difficult for humans to hack (unlike the human-based Facebook data breach). These factors ought to make machines more trustworthy than humans.


Should You Trust the Big, Bad Robot?


The real challenge of AI is when it goes wrong. When it’s good, its great but the damage can be significant when all goes wrong, and you can lose the trust of your customers overnight.


This could damage consumer confidence in your brand, in your customer service, and in your Artificial Intelligence. So, what can we learn from recent events about improving customer service?


Finding New Ways to Trust AI…


When it comes to trusting machines, could it be that old habits die hard, and people are simply having trouble accepting the inevitable fate of AI because it’s ‘the unknown’? Or does this lack in confidence stem from a deeper, darker awareness of AI?


 Here we’ve put together a list of ways that can help give your customers a confidence boost in AI…


3 Ways to Give People Confidence in your AI


  • Trust a Robot – with human backup


Many decisions in our lives require a trustworthy prediction, and AI agents are almost always better at forecasting than their human equivalent. But people are still nervous about trusting the advice of a robot, however good its decision making!


We believe this is easily solved by having good human contact behind algorithmic decisions. Make sure your customers can always get through to a real person, and should an error occur, it can be fixed with the right expertise.


  • Reducing Human Bias in your Data


There are many potential problems with algorithms that begin at the earliest stage – not least because they’re build by imperfect people, making them more human than we’d care to admit. Bias in data analytics can easily happen due to natural bias in data or human error.


Being biased is a natural tendency but can be kept to a minimum in order to make healthier decisions. It’s important, as well as being a legal requirement, to keep your data well documented and high quality. Furthermore, well-organised data will increase consumer confidence in your brand, as you can assist customers in understanding who owns their data and why.


  • Answers for Machine Learning Mishaps


From the recent Uber self-driving taxi crash to Amazon’s Alexa laughing and frightening its users, we all know that machines can slip up. These mishaps are enough to concern anyone but will only bring better recognition of potential problems in future by encouraging the implementation of intelligent solutions. We recommend continually monitoring your AI, and let your customers know how you are learning from your mistakes.


So, What Happens Next for AI?


It’s understandable that people mistrust AI and remain skeptical about the use of it in day-to-day life, but we believe that providing good AI can be valuable to customer service. So, how can we get people to trust their chatbot? Simple – by helping businesses to improve their AI.


Knowing how to have good human contact behind your AI is essential, but so is understanding the level of interference a human should have with it. After all, virtual assistants and chatbots are here to make our lives easier – but why have AI at all if it requires constant supervision of a human? This is where a little trust is required.


How we can help…


As champions of top customer service, here at Customer Service of the Year, we know if you’ve got your AI spot on – and how to help you if it needs improvement. Our aim is to recognise the very best in customer care, and champion those who have got it right. If you want to assess the quality of your customer service, or reward your incredible employees – robot and human! – for a job well done, then contact us at CSOY today.

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