IORMA speaks up for the consumer in House of Lords meeting!
At the sixth evidence meeting of the All-Party Parliamentary Group on Artificial Intelligence (AI) held in the House of Lords, Jane Calvert-Lee, External Relations Director of IORMA, urged those present to put the consumer, the customer at the centre of their plans when implementing AI in their processes.
Whilst acknowledging that consumers have benefitted considerably by being able to browse, compare, choose, order and receive their products and services electronically, the wide use of chatbots have not kept pace, leaving consumers frustrated when seeking the resolution of a problem which a human could resolve much quicker!
Some members of the panel pointed to Alexa, Cortana and Suri as being exemplars in their field. Other panel members considered that they were not the perfect solution and agreed that sectors such as the utilities, phone companies, financial services and the public sector had a long way to go before consumers preferred a chatbot to a human for more complicated problems.