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Notes -
The big problem for now is some form of data validation. There are a lot of customer support jobs that can be 99.9% done by AI, but aren’t because of the tail risk that some combination of words will reveal the wrong customer’s information, will allow someone into the account without the right checks, etc, plus general reputational risk like the fact that countries and states are now accusing Facebook LLMs of flirting with minors or whatever. All the stuff that LLM red-teaming groups or ChatGPT jailbreak communities do, essentially. You can fire a bad employee as legal liability, but if its your LLM and the foundation model provider has a big fat liability disclaimer in its contract (which it will), you’re more fucked than you’d be if an employee had just gone rogue.
The eventual solution to this - as with self-driving cars - is to improve accuracy and consistency (by running things through multiple LLMs, including prompt security ones like those slowly coming online through Amazon bedrock and other platforms) until the risks are negligible and therefore insurance costs fall below the $50m a year a big corporation is paying for call centers.
But it will take a few more months, maybe a couple of years, sure.
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