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Test Challenges of Technology and AI
Agenda
QUESTION 1: What is a major challenge related to the reliability of detection of technological tools?
Technology never makes mistakes
Technology is always more accurate than human intuition
Technology only generates false positives, never false negatives
Technology can generate false positives and false negatives
QUESTION 2: Why is it important that information on self-service portals be constantly updated?
So that customers cannot find the information they are looking for
To prevent customers from receiving outdated or incorrect solutions, which causes frustration
Because it is a legal requirement with no impact on the customer
To increase the number of calls to customer service
QUESTION 3: What is the main risk to data privacy when using generative AI?
That confidential company or customer information is used to train a third-party provider's AI
AI accidentally deleting data
AI generating overly personal responses
That AI cannot process large volumes of data
QUESTION 4: What are "hallucinations" in the context of generative AI?
Answers that are too creative and original
Responses that have a "robotic" tone
False or incorrect information generated with high confidence by AI
Information that AI refuses to provide for privacy reasons
QUESTION 5: Why shouldn't we blindly trust technology, according to the text?
Because the technology is too expensive
Because human intuition and experience often detect nuances that an algorithm can miss
Because technology is designed to fail
Because customers prefer not to use it
QUESTION 6: What problems can arise with the tone and language of an AI-generated response?
It's always too casual and close
He is always more empathetic than a human
It's too consistent and never changes
It may sound "robotic" or out of place in a conversation that requires a personal tone
QUESTION 7: What is the professional's responsibility when using generative AI to obtain information?
Accept information as true without questioning it
Copy and paste the AI response directly to the customer
Verify each factual statement to avoid giving misinformation
Inform the customer that the response was generated by an AI
QUESTION 8: What is a "false negative" in conflict detection?
Not detecting a problem when it exists
Marking a client as conflict-prone when they are not
An incorrect response from a chatbot
An AI hallucination
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Where is the error?
What is the error?
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