3 ms·
Impersonating without informing and intentionally trying to trick a person into thinking they are talking to a human is unethical and creepy. There is nothing
by dade_ 3y ago
Impersonating without informing and intentionally trying to trick a person into thinking they are talking to a human is unethical and creepy. There is nothing wrong with using virtual agents, but there is a thick black line and companies are clearly willing to leap over it. These laws are necessary.
Also. There is no rule that customer service must follow a script. Some poorly run companies follow this awful practice and it is extremely harmful to the customer experience and a gent engagement / work satisfaction. It's the result of incompetent management.
- darby_eight 3y agoI don't really see a distinction in effect between forcing a human to follow a script and getting a chatbot to impersonate a human. How is it "bad customer service" in one hand and "unethical and creepy" on the other? How is it not just unethical, creepy, and bad customer service all around? of course, both actually are clearly unethical if they don't appear to be representing corporate interests, but I haven't run into this issue outside of robocalls (which are, I believe, illegal already).