You know how when you’re on hold to any customer service line you hear a message that thanks you for calling and claims your call is important to them. The message always includes a disclaimer about calls possibly being recorded “for training purposes.”
Nobody expects that any training is ever actually going to happen—surely we would see some improvement if that kind of iterative feedback loop were actually in place. But we most certainly want to know that a call might be recorded. Recording a call without disclosure would be unethical and illegal.
If you’re having a text-based (or maybe even voice-based) interaction with a customer service representative that doesn’t disclose its output is the result of large language models, that too would be unethical. But, at the present moment in time, it would be perfectly legal.
That needs to change.
I suspect the necessary legislation will pass in Europe first. We’ll see if the USA follows.
In a way, this goes back to my obsession with seamful design. With something as inherently varied as the output of large language models, it’s vital that people have some way of evaluating what they’re told. I believe we should be able to see as much of the plumbing as possible.
The bare minimum amount of transparency is revealing that a machine is in the loop.
This shouldn’t be a controversial take. But I guarantee we’ll see resistance from tech companies trying to sell their “AI” tools as seamless, indistinguishable drop-in replacements for human workers.
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