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@@ -4376,6 +4376,87 @@ at least /try/ to add those qualities to my own life.
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#13 of #100DaysToOffload take 2, https://100daystooffload.com/
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*** Current Events :news:philosophy:history:
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+**** WIP Insurance companies are using AI. People will die. :100DaysToOffload:
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+ :PROPERTIES:
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+ :EXPORT_FILE_NAME: 2024-03-19
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+ :EXPORT_HUGO_PUBLISHDATE: 2024-03-19:
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+ :END:
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+
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+
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+So, life. Death. Taxes. Insurance companies and AI.
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+
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+This is one very real, present way AI is going to kill people.
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+Not by HAL-9000 or Borg malevolence, but with a heavy dose of
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+group-think by insurance companies.
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+
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+#+hugo: more
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+
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+Life has brought me rather suddenly to the place that I'm interacting
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+heavily with insurance companies about a medical issue for a loved
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+one.
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+
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+The customer web site has a chat bot, and of course the
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+"cut-every-direct-costs-ignore-the-consequences" insurance company
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+pushes you hard to use it. I did. The output was semi-coherent,
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+non-resposnive and tended to just spit out canned responses that you
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+would find on the customer service web site (because, to be sure,
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+that's what was trained on).
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+
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+I can read the web site. When I call in, it's because I've already
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+done that and can't get my question answered. I need a person who
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+understands things, can explain what I'm missing, and help me resolve
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+non-standard problems. But generally the people you get only know how to
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+run a call script and maybe transfer you to other people who know how
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+to run different call scripts.
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+
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+I got one of those who I think was a real human being, but, going
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+foward with text to speach/speech to text all tied to AI on the back end,
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+I'm pretty sure it's going to get to the point that you can ONLY
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+interact with AI. Yay, Turning test.
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+
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+So the person seemed to help me, seemed concerned, and promised to
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+follow up on the issue I raised. We even got into an email exchange.
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+3 weeks later, no follow-up. No resolution.
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+
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+I emailed back. The emails were all answered quickly, suspiciously
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+quickly. It seemed to have no reference to the email exchange 3 weeks
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+earlier, even though I had replied to the earlier message. It seemed
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+unable to link ideas, reason or apply any common sense. I started getting
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+the same snippits-from-web-site-docs replies. It told me that they
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+both had and had not received something the doctor had sent them. Yup.
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+AI again.
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+
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+It also helpfully recommended that I set up a 3 way call with their
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+billing people and the doctor involved to resolve the billing issue.
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+So, the doctor is asked to sit on hold for the benefit of the
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+insurance company, not spending time helping patients with medical
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+issues and, not billing valuable hours while waiting on hold with the
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+insurance company. Who's running this show? For who's benefit?
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+
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+It would be interesting to see the results of some blind tests, A/B
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+testing, etc. where customers got access to competent people to help
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+them vs. only AI. I think we could measure the results in terms of
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+mortality. That sort of testing would raise ethical issues (the value
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+of a human life in terms of $).
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+
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+Aside from raising my blood pressure (stroke anyone?), it's going to
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+delay needed care, give wrong/inconsistent answers (hallucinations
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+etc), and cause caregivers, patients and medical professionals alike
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+to waste time and figure out how to work around it.
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+
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+
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+But I'm pretty sure what's going on is mid-to-upper level people inside
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+insurance companies are just on the AI-hype bandwagon, driving it all
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+the way down in their organizations, further dehumanizing customer
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+service people before they lay them all off, and congratulating
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+themselves on how forward looking they are and what good service they
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+are providing.
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+
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+People are going to die.
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+
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+#58 of #100DaysToOffload take 3.1, https://100daystooffload.com/
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+
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+
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**** PUBLISHED Be kind to your call center friends :100DaysToOffload:life:
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:PROPERTIES:
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:EXPORT_FILE_NAME: 2024-03-02
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