Utah Passes Artificial Intelligence Legislation

https://www.jdsupra.com/legalnews/utah-passes-artificial-intelligence-1386840/

by yellow_postit • 2 years ago

39 22 2 years ago

This sounds good to me. It should not be legal to mislead consumers into thinking they are dealing with a human when they are not, whether explicitly or implicitly.

andy99• 2 years ago

While I agree, I think autonomy to act is more relevant. If I'm dealing with a person who is only allowed to paste in some boilerplate platitudes (a al Uber and other bottom of the barrel customer service orgs) does it matter that if it's a real person or a machine?

23B1• 2 years ago

It doesn't matter from an experiential perspective, no.

It does matter from a legal perspective e.g. personhood.

dade_2• 2 years ago

Yes it does. BMO is a bank in Canada that has a virtual agent impersonating a human, and it is pretty convincing. It is unethical, creepy, and offensive.

Making people follow scripts is merely a bad practice insisted upon by misinformed or stupid management.

kube-system4• 2 years ago

Those scripts might be frustrating, but that's a different problem. The good thing about boilerplate is that at least one human has looked at it, and the set of responses is known and generally auditable. Also, lying about being a human when someone is not a human is just plain old misrepresentation even if it works correctly.

bobthepanda3• 2 years ago

Air Canada just got held liable to honor a refund policy its chatbot made up. https://arstechnica.com/tech-policy/2024/02/air-canada-must-...

So from a legal perspective it is at least interesting.

none_to_remain• 2 years ago

So your voice/text goes into the machine, the machine spits out a response, and a Real Person reads/copypastes the machine response. You will be in fact dealing with a human.

kube-system4• 2 years ago

So your voice/text goes into the machine, the machine spits out a response,

So the person would be prompting it? That is covered under the law.

A person who uses, prompts, or otherwise causes generative artificial intelligence to interact with a person

https://le.utah.gov/~2024/bills/sbillint/SB0149.htm

Buttons840• 2 years ago

AI customer service might end up being a good thing. If a company faces a lawsuit involving systemically poor customer service they can shrug it off claiming individual employees made mistakes. If it's an AI, it's behavior can be reproduced and judged.

wolverine876• 2 years ago

Why not simply ban any impersonation of humans? For what honest, economically useful reason could someone want to use AI without disclosing it? Proposed regulations:

1. Notify all users that what is displayed is output from a computer program (see #4 for terminology).

2. Notify all users on whose behalf the computer program is operating: There must be a human or organization (e.g., corporation) named, the business equivalent of the 'beneficial owner'. For example, 'You are using the Customer Helper computer program by Amazon'.

3. Going further: Ban any representation that the computer output is human: No human names, no anthropomorphism, no metaphors like 'says' or even 'intelligence'.

4. Terminology describing the system must include 'computer', and use computer-related terms such as 'output'. (This one needs more thought regarding terminology.)

If that seems too far, why not? What are we hiding? And it would be inexpensive to implement. Also, consider that the biggest risk is manipulating people on an automated, mass scale, which depends significantly on the victims thinking they are interacting with a human.

Especially in these early days, people are vulnerable - most people are not in the HN bubble and have no idea what they are dealing with.

I also think it addresses a clear risk: The chat programs I've seen are clearly designed to appear human, to the point of polite chattiness, apologies, etc. Think about it on a practical level, it's a fun gimmick, a way to show off capability, but otherwise superfluous: how does it benefit anyone? It doesn't increase productivity. It appears designed to manipulate or fool people into thinking they are talking with humans, as does much else about the design and language around it. That indicates a serious problem in the direction of the industry.

kube-system4• 2 years ago

Why not simply ban any impersonation of humans?

I think the simplest answer to this is that we have tons of existing anthropomorphic technologies that nobody actually believes is human. But nobody thinks a PBX system is an actual human. The problem with this contemporary issue is that LLMs have become believable.

vineyardmike3• 2 years ago

But nobody thinks a PBX system is an actual human.

My grandfather getting trapped by a robot span call thinking he's talking to the Bank Employee at the other end tells me otherwise.

vineyardmike3• 2 years ago

I'm not sure I would go as far as to ban anthropomorphism, but basically everything else you said I agree with. We should just blanket ban computers impersonating people - this should include deepfakes and similar. The only exception is for cinematic productions, with actors who have pen-and-paper signed consents.

As dumb and over-regulated as it sounds, it really isn't that crazy, and could have positive side-affects. It's one of those rules that really just enables us to trap bad behavior easier. It's like lying on a bank document, it's illegal because it helps law enforcement get a foothold into investigating more serious issues like laundering. Impersonating a person laws would really just helps us get a better grip to investigate phishing or other frauds, as well as address anti-consumer behavior.

It would also help with false advertising issues - "a computer cannot make promises like selling you a car for $1, but a person can. If a computer pretends to be a person, its hallucinated promises are legally binding, and the owner is liable". Same benefit applies to spam and fraud calls - simply pretending to be a person is enough of a crime to get a warrant to investigate the actual fraud.

michaelmrose2• 2 years ago

I think people using AI for customer service are probably doing it entirely wrong. AI misunderstand hallucinate and your company is absolutely liable for the shit your AI says to your customer as we recently discovered.

The AI and the dumb things it may say ought to be the property and responsibility of the customers AI assistant whereas companies provide a machine parseable database of rules and intents which is to be consumed by users AI assistant.

The endpoints accessed by such intents are intentionally designed flows that insure there is no misunderstanding nor undue friction in helping the user give you more of their money.

User to their assistant: I want to want $SHOW, I see that I can rent it on amazon or add HBO so you can watch it.

User is shown a human designed disclosure of the continuing cost potentially with some surrounding add supporting the value proposition eg other shows people who want to watch $SHOW might also enjoy adding value to the pitch based on information willingly shared about originating purpose.

User: I want to cancel my service

User is transferred to a queue to either talk with someone immediately or schedule a call routing them to retention rather than general tech support.

If THEIR AI tells them that HBO is free or that they are entitled to a credit well THEIR AI told them that the company never did and the user gets the benefit of a singular interface rather than learning 95

hindsightbias• 2 years ago

Give me “press 9 for the AI” and I’ll take it every time.

I get the impression a lot of people here haven’t spent much time lately talking to human support.

Utah Passes Artificial Intelligence Legislation

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