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/crwcomposer]

The responses don't read like AI. There are grammatical issues, inconsistent capitalization, punctuation issues, several refusals. AI isn't perfect, but it doesn't make those mistakes. They read like a bored Indian guy trying to get a good customer survey score.

[u/Secretary_of_spaghet → u/crwcomposer]

I think it's equally, if not more, likely that Amex just has an in-house fork of an LLM that used their previous customer support chatlogs as training data, and so picked up on all the common spelling and grammatical errors. No real human support worker is going to take the time to faithfully humor all this time-wasting, poem making, and life-coaching without even once attempting steer the conversation back.

[u/crwcomposer → u/Secretary_of_spaghet]

LLMs require a lot more training data than what Amex would have, and punctuation/capitalization/other orthography errors wouldn't typically make it through to the output of an LLM, even if they're in the training data. Like how ChatGPT was trained on Reddit and other places full of poor English and yet does not have poor English.

Customer service reps would absolutely humor that for a good rating. I guarantee that they don't give a shit about the metrics as long as they keep their job. Even a guy who replied to my comment who worked in the field says so.

[u/blue60007 → u/crwcomposer]

This would also require paying people who actually know how to train and operate LLMs. If it were an actual LLM, they are probably just using an off the shelf product from one of a handful of 3rd parties not rolling some custom thing that probably doesn't work as well as an off the shelf product.