I think people using AI for customer service are probably doing it entirely wrong. AI misunderstand hallucinate and your company is absolutely liable for the sh

I think people using AI for customer service are probably doing it entirely wrong. AI misunderstand hallucinate and your company is absolutely liable for the shit your AI says to your customer as we recently discovered. The AI and the dumb things it may say ought to be the property and responsibility of the customers AI assistant whereas companies provide a machine parseable database of rules and intents which is to be consumed by users AI assistant. The endpoints accessed by such intents are intentionally designed flows that insure there is no misunderstanding nor undue friction in helping the user give you more of their money. User to their assistant: I want to want $SHOW, I see that I can rent it on amazon or add HBO so you can watch it. User is shown a human designed disclosure of the continuing cost potentially with some surrounding add supporting the value proposition eg other shows people who want to watch $SHOW might also enjoy adding value to the pitch based on information willingly shared about originating purpose. User: I want to cancel my service User is transferred to a queue to either talk with someone immediately or schedule a call routing them to retention rather than general tech support. If THEIR AI tells them that HBO is free or that they are entitled to a credit well THEIR AI told them that the company never did and the user gets the benefit of a singular interface rather than learning 95