Inside the Black Box
??? Your new favorite AI newsletter has arrived
FTC investigations, chatbot self-deprecation, leaked master plans, and more ??
FRONT-END DEVELOPMENTS
?? WE'RE LOVING: Trends report finds AI is innovating customer service, IYKYK
?? WE'LL SEE: All signs point to AI advancement for the next gen of iPhones — sorry, Samsung?
?? SAY LESS: Chatbot “jailbreaking” totally not at all hilarious, more on that below
BACK-END BREAKDOWN
Chatbot left unchecked leads to self-deprecation, goes viral?
A frustrated customer successfully prompted the customer service chatbot (not ours, slow down) for international delivery service DPD to make fun of itself — wow, did it deliver. The chatbot used profanity, wrote poetry about how useless it is, and criticized the company.?
?? SEMANTICS
?? SENTIMENT ANALYSIS
While the idea of a Rodney Dangerfield chatbot is amusing, the case of a self-deprecating chatbot is a reality check for those who think deploying AI is a one-and-done effort — especially in customer service. Don’t worry, our AI Agent would never .
Google, Microsoft, and OpenAI partnerships under investigation
The FTC is taking a closer look at the investments of tech giants into AI startups. The investigation aims to better understand the impact these partnerships have on the competitive landscape of generative AI.?
?? SEMANTICS
?? SENTIMENT ANALYSIS
On the surface, it may seem like big tech is scrambling to monopolize on the world’s most powerful LLMs, but Microsoft claims these partnerships are promoting healthy competition and accelerating innovation. Challenge accepted.
VENN ZERO
It appears 2024 is the amazing race for AI. It’s become an increasingly interesting game of chess, with master plans leaked and big money on the table. We’ll let the FTC be the judge.?
DEEP LEARNING
How safe is customer data in a world run by AI agents? And what do companies need to do to protect it??
All parts of a business need to be concerned with data privacy and security, but due to the direct nature of its interactions with customers, customer service has a special responsibility.?
“Customer service departments make attractive targets,” according to Security Intelligence . “Depending on the business, a customer service agent may have access to a trove of customer information and company systems. They may even have access to change customer account information or take payments over the phone.”
That was true in the hands of human agents, and it goes double for AI agents. Machine learning and AI systems — in general and in customer service — involve massive amounts of data. Turbocharging customer service with AI can lead to more personalized, immersive customer service and even help customers resolve their problems faster and more easily, but it also presents new concerns.
AI already has a bleak reputation when it comes to ethical data practices, with many of the top AI technologies on the market having been built on data that was scrapped freely from the internet without concern for who owned it — and if they consented to it being used. One of the main risks and consumer concerns regarding data privacy is that data will be repurposed, or used beyond the use for which it was originally collected and intended.?
The widespread data scraping to build AI models, considered by some to be “the original sin” of AI , sent the signal that all data is up for grabs when it comes to AI.??
Sage Lazzaro, Tech Journalist
EXPERT SYSTEM
Chatbot Jailbreaking: A form of hacking that aims to bypass an AI model’s ethical safeguards and elicit prohibited information.?
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