S2_Ep5: La migliore offerta
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Description
Barzellette spinte, risposte offensive, ma anche offerte commerciali inventate e persino truffe a danno dei clienti. I chatbot non possono essere – ancora –considerati strumenti di interazione sicuri al 100%:...
show moreIl caso di Air Canada, raccontato in questo episodio, offre uno spunto per una carrellata sui passi falsi da evitare quando si decide di adottare un sistema di intelligenza artificiale generativa per automatizzare le relazioni esterne dell’azienda.
FONTI
La sentenza su Air Canada emessa il 14 febbraio 2024 https://www.canlii.org/en/bc/bccrt/doc/2024/2024bccrt149/2024bccrt149.html
La vicenda raccontata dai media internazionali https://www.cbc.ca/news/canada/british-columbia/air-canada-chatbot-lawsuit-1.7116416
Lo studio sugli effetti antropomorfici dei chatbot Blame the Bot: Anthropomorphism and Anger in Customer–Chatbot Interactions - Cammy Crolic, Felipe Thomaz, Rhonda Hadi, Andrew T. Stephen, 2022 (sagepub.com)
La pagina informativa di Google per i servizi di Gemini https://support.google.com/gemini/answer/13594961?hl=en#collected_data&zippy=%2Cwhat-data-is-collected-how-is-it-used%2Cwhy-is-human-review-of-my-gemini-apps-conversations-feedback-and-related-data-required%2Cdo-you-use-my-gemini-apps-conversations-to-show-me-ads%2Cwho-has-access-to-my-gemini-apps-conversations
L’indagine Gartner sull’adesione dei clienti ai servizi chatbot https://www.gartner.com/en/newsroom/press-releases/2023-06-15-gartner-survey-reveals-only-8-percent-of-customers-used-a-chatbot-during-their-most-recent-customer-service-interaction#:~:text=June%2015%2C%202023%20%E2%80%94%20Only%208,chatbot%20again%20in%20the%20future.
Information
Author | Senza Filtro - I podcast |
Organization | Osvaldo Danzi |
Website | - |
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