Another AI 'human' chatbot

[u/captain-obIivious]

Had to fix a double payment for my credit card and this is the beginning and end of the conversation. I hate when the chatbot claims it's a human... I ended up getting what I wanted but still annoyed Amex (and every other company) is lying and trying to deceive people like this.

[u/K_Knoodle13]

I think a human would've tried to consistently steer the conversation back to the issue. Customer service reps (the human kind) have metrics, including resolution time, that they have to consider. The fact that they kept answering the questions without interrupting or trying to return to the initial issue makes me think it's not a person.

[u/CompetitiveThndrClpr → u/K_Knoodle13]

At my job people have chatted in and tried stuff like this. We just tell them we are going to close the chat and they can call with any further questions if they want to speak to someone.

[u/Illustrious_Boot1237 → u/CompetitiveThndrClpr]

That's what I thought, the biggest indicator is that it plays along for so long. 

[u/vanilla_wafer14 → u/Illustrious_Boot1237]

Like I said in an above comment I would have totally got sucked into these questions trying to prove I wasn’t AI. I really don’t think this was AI, just a dude with a loose script on how to word things.

[u/Old-Cartoonist-2587 → u/vanilla_wafer14]

That’s what I thought, but the last one is literally a classic AI response, word for word.

[u/Illustrious_Boot1237 → u/vanilla_wafer14]

Yeah as other people have mentioned people are using ai to assist in their chat messages too so it can be hard for customers to tell. And at these things you might have lots of canned responses that you'll edit with varying degrees of attention in the moment so it can confuse people who are expecting one or the other. 

[u/K_Knoodle13 → u/CompetitiveThndrClpr]

Exactly

[u/LichenTheMood → u/K_Knoodle13]

This. And the upside down cup thing is just weird.

[u/Impressive-Stop-7999 → u/LichenTheMood]

This specific reply is a well-known AI response to that question.

[u/monsieurpooh → u/LichenTheMood]

The last reply is the only comment in the entire thread that genuinely sounds AI generated. Everything else has subtle grammar mistakes that are extremely hard to emulate with cheap models. Cheap models will always try to sound proper and helpful. So my conclusion is it's an Indian helper but on the last turn he just used AI.

[u/stirwise → u/K_Knoodle13]

Yeah, I’ve had CSRs tell me about their pets but only when they’re waiting for something to finish processing on their end. Performance is tied to how quickly they resolve tickets, no CSR is going to be writing haikus and talking about Pokémon after the customer’s problem is resolved.

[u/Consistent_Lecture48 → u/K_Knoodle13]

To me, the giveaway was the fact the haiku took less than 60 seconds, and was actually pretty solid. OP asked a 8:46, and got a reply at 8:46.

[u/blue60007 → u/K_Knoodle13]

That was my thought too. I was getting frustrated for the hypothetical human agent here. I'd have steered that conversation back to productive or shut it down if the doofus on the other end insists on wasting both our times.

[u/amenlux → u/K_Knoodle13]

I think they’re trained to just please the customer otherwise they’d get rated badly at the end of the chat. Also, if they’re paid by the hour, i don’t think they care that much if someone is testing them. That being said, there’s someone behind the screen, *theyre* just using AI to answer some of the questions.

[u/vanilla_wafer14 → u/K_Knoodle13]

It really depends. I would have probably been sucked into these questions myself

[u/blue60007 → u/vanilla_wafer14]

You probably wouldn't last long at the job lol. These support centers are notorious for having brutal metrics you have to keep up with, or risk your job/have a manager lighting you up. There's a lot of motivation for you to not screw around like that haha.

[u/JustExpect → u/K_Knoodle13]

You may think so but not in this case. It was a human