People like this fucking guy today: “Good news, everyone, we fired 90% of our support staff and replaced them with an AI chatbot. ^_^ “

People like this fucking guy in 10 years: “Why is it so hard to find skilled cybersecurity experts these days? :( “

#Infosec #Cybersecurity #CanYouBelieveThisFuckingGuy #AI

@AndreasKjeldsen @realn2s

Campell’s and Goodhart’s laws in action and welcome unintended consequences - https://arxiv.org/abs/2011.01010
> Campbell-Goodhart's law relates to the causal inference error whereby decision-making agents aim to influence variables which are correlated to their goal objective but do not reliably cause it. This is a well known error in Economics and Political Science but not widely labelled in Artificial Intelligence research.

Causal Campbell-Goodhart's law and Reinforcement Learning

Campbell-Goodhart's law relates to the causal inference error whereby decision-making agents aim to influence variables which are correlated to their goal objective but do not reliably cause it. This is a well known error in Economics and Political Science but not widely labelled in Artificial Intelligence research. Through a simple example, we show how off-the-shelf deep Reinforcement Learning (RL) algorithms are not necessarily immune to this cognitive error. The off-policy learning method is tricked, whilst the on-policy method is not. The practical implication is that naive application of RL to complex real life problems can result in the same types of policy errors that humans make. Great care should be taken around understanding the causal model that underpins a solution derived from Reinforcement Learning.

arXiv.org

@dahukanna @AndreasKjeldsen
Thanks for the pointer.

Thinking of it, the OP claim looks very suspicious

The reduction of resolution time from ~120 minutes to about 3 minutes looks just to good to be true (and probably causes or is caused by unintentional consequence)

Assuming that some of the resolution time is caused by the customer doing something, one would expect at most 50% reduction.
So i doubt that they measure what they thought they do. And really would like to know the "definition" of resolution.

@realn2s @AndreasKjeldsen

Paraphrasing Goodhart’s law-“When metric becomes a target, the metric becomes useless”.

That 3 min resolution data point he has subjectively interpreted as “AI chatbot success, instead of customer abandonment in frustration (Kano model, anyone?) & sacked all the human support staff”. He will only realize too late that he has no more paying customers as they left to competitor that has paid human support staff (unintended consequence & AI metrics won’t inform him).

@dahukanna @realn2s @AndreasKjeldsen possible they have one customer rep assigned to 10 customers or something and there would be at 10 15 minutes delay in responding to each message.

@mishari @realn2s @AndreasKjeldsen

As an experience designer, the first “smell” I would explore is why that volume of calls and what are people calling about.

Then figure out if it could it be addressed satisfactorily by an alternative capability, existing or new e.g.
- improve onboarding or setup instructions
- add or remove product capability (heaven forfend!) to meet customer expectations

#Interpretive_Labour
#techConsequencesInRealWorld