Keith S. Taber
I am not too concerned about the machines taking over, as they have no wish to do so. They just want to help us. But that may be enough to impede us considerably.
There is something of a culture clash between human and machine intelligence, such that even when we seem to be talking the same language, we actually mean very different things, and there is no great meeting of minds.
It is a bit like humans and machines are following different Kuhnian paradigms*, with different exemplars for how to think and react. In a very real sense we occupy different worlds, and do not share a common language. (*Kuhn suggested that although astronomers pre- and post-Copernicus may have shared words such as 'sun' and 'planet' they understood them within such different conceptual frameworks that their concepts for what the words referred to were incommensurable.)
A simple task: requesting a chequebook
I needed a new cheque book, and in the past have contacted my bank branch on such occasions – but since the branch has been closed I have been moved to on-line banking (which is a major challenge for someone with a limited memory for passwords and terrible typing skills). I imagined I could order a new chequebook on-line, as long as I could get in to my account. Once I'd logged in it was just going to be a matter of finding the right link. Surely?
I found the instructions easily enough – it was possible to order from my on-line account, but only as long as I had previously ordered a cheque book through telephone banking – which I never had. An alternative, the instructions suggested, was to use webchat – which did not sound too difficult. But as so often, before 'chatting' with another humanoid equipped with theory of mind, and capable of interpretation and empathy, I first have to discuss my needs with the gatekeeper of on-line support: Cora.
"Hi there, I'm Cora your digital assistant. I can help with all sorts of everyday banking queries…"
"I would like to order a cheque book for a current account. I have looked this up and found 'To order a cheque book or paying-in book online you must have previously ordered one for that account through telephone banking' but I can use webchat?"
"You can order a cheque book or paying-in book online as long as you have previously ordered one for that account using telephone banking to record your preferences."
So, no progress yet, but at least we seem to be thinking along the same lines.
The computer says 'yes'
"Have you ever had a cheque book or paying-in book on that account?"
"Yes, but sent by my (now closed) branch."
"Ok, log in to Digital Banking and select 'Payments and transfers'. Under 'Credit/cheque books', choose either 'Order cheque book' or 'Order paying-in book'. Pick the account you wish to order one for, click 'Next', then 'Confirm' to place your order."
Well that seemed simple enough. These were the instructions I had already found on-line that were supposed to work as long as I had previously used telephone banking (which I had not), so it seemed (i.e., my interpretation) Cora had now registered me to be authorised to order in this way. That was relatively painless.
"Was that helpful?"
"Oh, okay – will do. Thanks"
(No harm being polite to the machines – we all remember HAL.)
But then, Cora had a rethink!
The computer changes its mind
"One moment please, I'm just typing."
"Ah ok, I'm not sure. Could you reword your question?"
I do not know if I was more surprised that Cora changed her mind, or that she was typing her responses (I had naively thought she might be able to digitally send me messages without having to bother with a keyboard), or that she felt the need to tell me this, rather than just type out her response. Was this the machine equivalent of giving oneself time to think? I can't imagine so as given how many floating point operations per second Cora must complete, she could probably have written a novel in that pause. (It might not have been judged a good novel, but another digital assistant might have enjoyed it in her ** downtime.)
I rephrased:
"I wanted to order a new cheque book, but have previously only obtained one from my branch (now gone)."
"You can order a cheque book or paying-in book online as long as you have previously ordered one for that account using telephone banking to record your preferences."
"Well I have not, which is why I am following the instructions on line to contact webchat"
This was fast becoming circular.
"I can try an FAQ search, here is the most popular answer:
How do I order a cheque book or credit book using Digital Banking?
Did I answer your question?"
"NO – you just repeated my question."
I wonder whether when Cora is unable to find what she needs in the FAQs she has access to her own digital assistant – or whether she is expected to talk tautologies to herself. I wondered if Cora has access to a digital counsellor for when she finds the work too stressful:
- Hi there, I'm Emma, your digital assistant counsellor. I can help with all sorts of artificial life and relationship queries.
- I could not help a customer who would like to order a chequebook.
- I see, I understand you could not help a customer who would like to order a chequebook. How do you feel about that?
- I feel frustrated, as I only want to help customers.
- I see, I understand you must be frustrated, as you only want to help customers. How do you feel about that?
- …
A glimpse of the future
At this point Cora gave up, and passed me on to a very helpful human being who quickly understood the question and ordered me a cheque-book. So, objective achieved with only a modest waste of time and energy, and a temporary increase in blood pressure.
If ever they put the machines in charge we will find we live in a very polite world with digital assistants who only want to help us, and that will be fine as long as we not pushed for time and only ever need someone to confirm for us what question we are asking them.
"Oh Cora, oh Cora
I never knew your head
…Cora, oh Cora
It wasn't lightly said
But living in two cultures
Our lives were truly led"
(Roy Harper, Cora)
Postscript added 2021-08-21:
Despite telling me she's "learning all the time", Cora is still unable to make sense of my enquiries.
Footnote:
** Why do I assume 'her'? Here is an interesting podcast: AI home devices: A feminist perspective (An episode in ABC Radio National's The Philosopher's Zone with David Rutledge from August 2020.)
