3 ms·

Obviously that example can be replicated in a Google search, but that doesn’t invalidate the value of the same concept applied to protected information.

• eloisius 6y ago
  Again, not against having fake robot chat as a an add-on to help surface context-specific information, or even complete complex tasks if you prefer to do so, but to me it feels like a step backwards if it _replaces_ traditional HCI. It feels like the reverse of when we went from navigating phone trees and talking to humans to using a website to do a simple task like "change my mailing address." The advent of being able to do those kind of things online was what drew me to online banks like Ally over traditional banks. It's so much more efficient. Now it feels like things are regressing back to awkward synchronous interactions, sometimes complete with artificial pauses and "typing" bubbles to make it feel more human. Too bad the agent you're interacting with is too dumb to let you correct simple typos without having to figure out how to re-enter whatever process you're in. We have sophisticated data inputs that we've developed for decades. Tons of usability and accessibility thought has gone into things like how someone can select a date, or input a number. Throwing all that away for a dumb NLP chatbot because "Wow! AI!" is a shame. Tack on a glorified search interface that looks like a support rep with an IQ of like 20 if you like, but please don't funnel me into it when I'm already on your site or app and I've purposefully selected a menu item like "close my account."