Q&A
Concerns about AI in automated customer service
0:53:03
·
91 sec
Council Member Paladino expresses concerns about the impact of AI and automation on customer service, particularly for older generations. OTI acknowledges the complexity of the issue and emphasizes the importance of understanding constituents' needs.
- Paladino highlights difficulties faced by people when dealing with automated customer service systems
- She questions how AI can help when customer inquiries go beyond pre-programmed responses
- OTI recognizes the diversity of AI tools and the need to consider constituents' needs in responsible AI deployment
Vickie Paladino
0:53:03
Because it's hard enough now when people call about a phone bill or a Con Ed bill.
0:53:08
Let's just use Con Ed as an example.
0:53:10
If you ask a question and they ask many, I ask many, and it's taken out of their box.
0:53:18
That they're used to reading.
0:53:19
It's a script that they're used to reading from.
0:53:22
Now, when we hear I'm just giving you the social type of thing as far as age goes.
0:53:31
They are finding it very difficult to get their questions answered.
0:53:35
And everything is automatic.
0:53:37
Automated.
0:53:38
It's press 1, press 2, press 3.
0:53:41
They're not talking to a real person anymore.
0:53:44
So if their question goes outside that box, how does that how does that help them?
0:53:50
How does that help people?
Alex Foard
0:53:52
Yeah.
0:53:52
So continuing to highlight some of the sort of more pressing questions that people have today, particularly about those public facing tools.
0:54:00
Part of the reason to do public engagement, of course, is to better understand where people's priorities are, you know, whether it's about what you described, how they're sort of accessing customer service, etcetera.
0:54:10
Yeah.
0:54:11
And I think, you know, the reality is that the complex the or I should say the diversity of AI tools means that there isn't a simple, single answer to that question.
0:54:19
No.
0:54:19
I am sure.
0:54:20
But certainly, you know, we do wanna care about what agency, excuse me, what constituents need to know.
0:54:25
Right?
0:54:25
What do they need us to know?
0:54:27
So that has think about responsible deployment of AI that we're keeping that in mind.
0:54:31
That's a key factor.
Vickie Paladino
0:54:32
Okay.
0:54:33
Thank you.
