alt Hacker NewsOne of my greatest AI-related fears is that we build critical systems into kafkaesque hellscapes.
Yes, nukes would be bad to give control to an AI with no workaround. But so are customer service groups of fraud departments at banks. A kafkaesque hellscape is where a customer or beneficiary of your service cannot get the help they need by policy and by design. Like getting Google on the phone, getting a non-scripted human 10 years ago in a call center, or now getting a non-agentic interaction on the phone. The scripts dominate the interaction.
The IRS, for a time, would cut off your call if their wait system was too busy. That's a critical system in kafkaesque hellscape.
Kudos to zlandes86, you have highlighted WHY these hellscapes start to pop up in systems where the human is removed.
I am an AI user and builder -- I fully advocate for the human-augmented system, NOT the human-replaced system!
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This problem started before AI hit the mainstream. Make the company “more efficient” (i.e. cut costs) by outsourcing to contractors in areas with lower labor costs. Then, remove escalation paths, then remove abilities from them so that can’t do crazy things like refund a customer. Finally, automate the whole thing and be certain there’s no option available that could possibly return money to the customer.
Yeah, that's one of the points of the EU AI Act, I don't have the specifics, but for some critical sectors decision making cannot be automated by AI and you are obligated to get a human explanation if you request it.
AI has no problems. Just properly follow proper procedures.
Yes, I agree -- if we ever give up this decision making to ai models not only will their actions sometimes be misaligned, but there will be no one accountable.
I am in no way making the case for this and can understand the million ways in this can go wrong, but my experience with AI so far has been to make things far LESS Kafkaesque, because it allows you to insert a "human" in the loop far more than our previous systems. Hand rolled software had to boil down to hand written conditionals that tried to account for edge cases, but if you find yourself in an edge case it didn't account for you often just hit a wall. An agent in the loop can immediately understand "oh I see how this doesn't exactly fit into that category but this is clearly ABC."
ah yes kafkaesque. the one with the bug
> The IRS, for a time, would cut off your call if their wait system was too busy. That's a critical system in kafkaesque hellscape.
Now you're just on hold indefinitely, and eventually the offices will close, so you can either hang up and wake up early to call or just stay on hold overnight maybe? I had to call them for something back in March, and even waking up and calling at like 7:01 AM (a minute after their phone lines opened) I was on hold for half an hour.