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Comment by m_0x | Hacker News Reader

> If you can't trust it 99% of the time

A chatbot should be either 100% or 0%. Companies should not replace humans with faulty technology.

Agree there. I put 99% as even human reps sometimes get it wrong, but in my experience whenever a human agent has made a mistake and relayed wrong info, the company would take appropriate steps to meet me at least half way.

Would this situation have been handled differently if a human support rep gave them incorrect information? I suspect they would have honored it and then put the rep (or all reps) through more training.

Another thought experiment: If a portion of the company's website was at least partially generated with an LLM, does that somehow absolve the company of responsibility for the content they have on their own site?

I think a company is free to present information to their customers that is less than 100% accurate -- whether by having chatbots or by doing something else silly like having untrained, poorly-paid support reps -- but they have to live with the risks (being liable for mistakes; alienating customers) to get the benefits (low operating cost).

I would say meet or beat human custom support agent accuracy, 100% is in many case not acheivable for machine or human.

then you can't have a chatbot

but if that is your standard, you can't have an airline either

but humans aren't 100% either... seems ridiculous to demand 100% from any implementation

If a human customer support person told me something and I made purchases based on that, and it turned out they lied, yeah I'd want recompense for that as well. You're allowed to be wrong (AI or human), you just have to face consequences for it.

I had that once with an airline, customer rep made promises and afterwards they refused

Coincidentally the audio recording of the conversation was apparently deleted …

A company is partially bound by their representatives actions, so humans can hit 100% despite making mistakes.

This is simply applying the exact same standards to a chat bot.

Maybe don't demand 100%, but instead responsibility for incorrect information.

If a human employee makes mistakes, the company will claim responsibility and in turn reprimand the human employee instead of claiming the human employee is its own "separate legal entity".

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