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They are not that common yet, but conversational AI platforms are slowly taking over company chat sessions to resolve customer issues. Most people will not even recognize that they are "chatting" with AI, while their customer service issues are being resolved. If you are curious enough to find out if your online customer service session is being conducted by a human or by conversational AI, here are some ways you can tell, discern, and/or discover.
Conversational AI May Repeat Your Question Back to You for Clarification
Artificial intelligence platforms of this nature really are not doing anything out of the ordinary. Since human representatives will attempt to confirm your issue before resolving it, the AI is doing the same or similar. However, if it is AI you are chatting with, the AI might become confused and ask a related question that takes the conversation or issue at hand in a divergent direction.
If the next question asked by the "representative" in the chat window is related but is getting things off on the wrong track, you may be "conversing" with an AI platform. Most companies that invest in conversational AI technology make sure these "twists" in the programming do not happen or do not happen very often.
Ask Questions in Several Different Languages
Most human chat representatives cannot answer customer questions in multiple languages all at once. Type your problem or issue in the chat box in one language that is not English (most of the world knows English). Then ask a question in another language. Ask questions in four to six different languages to see what the chat "representative" says to each.
If the representative cannot respond in the same language to the questions posted, you have a human on the other end. If the responses match the languages of the questions asked, you have AI on the line. This is because conversational AI is programmed to automatically translate any language and respond in kind.
Ask the Chat "Representative" If He/She/It Is Human or Machine
Since AI has not been programmed to lie, and it really serves no purpose for AI to lie anyway, ask the chat "representative" a direct question. Is it human or machine? Most humans will respond "human", and ironically, most AI programs will respond with a seemingly self-aware "I am a machine/computer." It is eerie and funny at the same time, but at least you know what, or who, you are talking to.
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