Why conversational AI needs to feel more human, not more human

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With more and more past lives online, it's no wonder today's headlines are full of stories that look like sci-fi plots blurring the lines between human and human. the computer.

Earlier this year, a Google engineer became concerned that his LaMDA chatbot model had become susceptible.

Soon after, Meta's head of global affairs published a lengthy article about the impactful experiences made possible by immersive technology, which featured an image of a man playing chess with a humanoid hologram, which implies that technology can generate and replace this type of human-to-human experience.

Most recently, Alexa Scientific Director at Amazon, Rohit Prasad, gave a presentation at the company's conference on Machine Learning, Automation, Robotics and Space. During his keynote address, he explained how “empathy and affect” are key to building trust, which he says is even more important “in these times of the ongoing pandemic, when so many of us have lost those we love”. Event

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He went on to point out that while artificial intelligence (AI) cannot replace our loved ones, it can make their memories last. This setup features a video showcasing an ability that "enables lasting personal relationships." The video unveils a new feature called Personal Voice Speech which allows users to replace Alexa's default voice with that of someone they know in real life - even a loved one who has died, as noted. presentation.

While these stories have sparked a mixture of curiosity, ridicule, and thoughtful discourse, they are just the latest in a long tradition of imagining how AI could change our world if it looked more like to humanity. It's been over a decade since IBM's Watson competed on Jeopardy and over half a century since the sentient HAL 9000 supercomputer hit the big screen in 2001: A Space Odyssey. em>.

All of this begs the question: After decades of creativity and innovation fueled by the promise of AI, why is it even easier to talk to a real person on the phone if you need service? customer or help with a problem?

What if we go beyond the superficial features that make AI look like a human, and instead focus on what it feels like to interact with a human?

Apart from the baffling use case presented in Amazon's keynote, the ability to mimic voices from short audio clips is certainly an impressive feat of technology. However, empathy and affect are key to building trust, and human-like digital experiences cannot be replicated simply through attributes.

Whether affect is used as a noun (e.g., tone, volume, vocabulary, etc.) or as a verb (i.e., influence), it is not necessarily distinct from l empathy, but rather an expression of it. Empathy requires understanding another person's perspective and feelings – precisely what so many AI use cases fail to do.

According to an annual survey of C-suite executives published by New Vantage Partners, 92% of companies are accelerating their investments in AI. Surveyed companies, including 85 Fortune 1000 blue chip companies, say they are making steady progress in their adoption of AI initiatives: over 75% said