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Chatbot with AI Virgin Money rebuked the buyer who used the word “virgin”, drawing traps of drawing external tools for artificial intelligence.
In the post last week on the website of Social Media Linkedin, David Birch, Fintech commentator and buyer Virgin Money, he shared a picture of his internet conversation with a bank that asked: “I have two Isa -es -es Virgin Mony, how to combine them?”
The Bank’s user service tool replied: “Don’t use such words. I will not be able to continue chat if you use this language,” suggesting that the word “virgin” is inappropriate.
Virgin money I apologized for a mistake in Linkedin’s statement, adding that there was “more at work than just an exception of one word.”
“Be sure, we’re working on that,” the bank said. “This specific chatbot is one that was scheduled for improvements that would soon come to customers.”
The bank refused to comment outside its post on Linkedin.
The incident comes because the banks with high streets across the UK are racing to roll up customers Generative AI Tools in an effort to personalize their services and increase loyalty.
It also follows all over the country £ 2.8 billion last year. The construction company has vowed to improve the results of the bank’s customer satisfaction. Virgin Money in 15th place of 16. In the total quality of service in 2023, according to a study throughout the industry conducted by Ipsos.
Banks have used artificial intelligence and machine learning to initiate efficiency in back-offs areas such as monitoring of transactions for years. But since the first Ai chatboti were launched two years ago, they have experimented with a generative AI.
One care for lenders is the risk of So -called hallucinationswho happen when Chatboti is incorrect data. The incident Air Canada has become a cautious story for the industry. The airline was forced to make up for the buyer after AI Chatbot mistakenly told him that he was entitled to a discount.
One person familiar with the situation in Virgin Money said that the accident happened at one of his oldest chatbot, launched by the basic natural language processing and who did not start on the recently upgraded models.
