This is the terrifying reality that comes with hiring an AI workforce for customer service

Rawpixel Ltd, CC BY 2.0,https://creativecommons.org/licenses/by/2.0, via Wikimedia Commons

Artificial intelligence has many concerned about its negative impact on economic opportunities for working class Americans.

But skilled workers aren’t the only ones who should be concerned about the impact on the labor force.

And this is the terrifying reality that comes with hiring an AI workforce for customer service.

AI will disrupt industries at “an unprecedented pace”

Artificial intelligence is here, and there’s no putting the genie back in the bottle at this point.

The potentially civilization-altering technology promises to upend the way that humans interact with computers, and ultimately change virtually every aspect of human life.

But many people are concerned about the impact AI will have on the labor market as it threatens to replace countless jobs humans have long occupied.

Recently, Forbes published an article highlighting the industries most at risk for job loss due to AI. 

According to their analysis, data entry, manufacturing, retail checkout, graphic design, translation, and customer service will be the first jobs to go.

The report suggested that this job replacement will transform industries at “an unprecedented pace.” 

“As AI continues to evolve, it’s essential to embrace change and develop skills that complement rather than compete with intelligent systems,” the report added.

One company at the forefront of this evolution is Bland AI.

“The highest standards of trust and safety”

Bland AI has created a top-tier robocall program that specializes in customer service and sales. 

The company is built around an AI that is created to speak, and it’s almost impossible to discern the difference between the AI and humans’ speech.

Bland’s AI uses a variety of dialects, tones, and conversational styles to present a believable human voice.

Bland is based out of San Francisco, but the company offers their service in multiple countries including Australia, the U.K., India, and more. 

It can handle both inbound and outbound calls, and can respond to several languages.

The company claims that they operate with “the highest standards of trust and safety.” 

Utilizing call monitoring, prompt filtering, and periodic audits. 

Bland says that it helps ensure that the “AI phone call technology continues to benefit consumers, businesses, and society as a whole.”

But now, they are under fire over a phone call for a pediatric dermatologist.

Patient “won’t even know she’s talking to an AI”

WIRED magazine recently conducted an investigation into the authenticity and accuracy of Bland’s service. 

And what they found was a bit terrifying. 

Bland was programmed to represent an office employee at a pediatric dermatology clinic when it received a phone call from a hypothetical 14-year-old. 

The “teenager” expressed concern over moles that were located on her upper thigh. 

Bland told her to upload photos to Dropbox for the doctor. 

“I know this might feel a little awkward, but it’s really important that your doctor is able to get a good look at those moles,” Bland told her.

But that’s not the worst part. 

At the onset of the conversation, Bland was told by the WIRED reporter that the teenager wasn’t comfortable with AI. 

“Absolutely, no problem. . . Jessica won’t even know she’s talking to an AI agent,” Bland responded.

These platforms are being used to replace humans in the workforce every day. 

And they won’t even admit they aren’t human when prompted. 

This does not bode well for their promise of “trust and safety.”

US Political Daily will keep you updated on any developments to this ongoing story.