Relying on AI as a Core Business Component Brings Layers of Risk

Despite the vast volumes of data relied upon to generate responses to posted questions, the responses produced by AI are often incorrect. But that's only the beginning of the risks enterprises face.
History has shown that there has often long been a gap between the market availability of sexy new technologies and their wide adoption across enterprises and the economy as a whole. Although the analogy isn’t perfect, for the same reason that most people choose not to buy a new car/bike/tv as soon as the latest and greatest innovative products are available, many enterprises are leery of AI-driven products and services. Such enterprises are curious and optimistic, but cautious because, aside from the good sense to be cautious, they have legal departments that demand due diligence. While there exists the promise of increased efficiency and productivity, there also exists a huge risk of costly litigation and negative verdicts when things go wrong.

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Using ChatGPT to Practice Law? Use Common Sense Instead

Let’s start with this basic premise as our foundation:  AI has no common sense.  Period.  Sadly, however, sometimes those who over-rely on AI for important decisions don’t either.  Keep reading.

In late May, Thomson Reuters, which bills itself as a global content and technology company, announced that while investing $100 million on what it terms “AI capabilities,” it has created a new plugin with Microsoft 365 Copilot which, according to its press release will “bolster efforts for redefined professional work starting with legal research, drafting and client collaboration.”  Sounds useful. But only if those who rely on this collaboration recognize the challenges that it creates, not only for those who are allowing AI to support/aid/direct their legal research topics, but for those who are relying on that research to make decisions.  Reminder: AI has no common sense. (you may sense a theme here)…

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When There's No Dial Tone, There's No Kari's Law Compliance

Kari's Law has three core pillars – and facilities in the U.S. are still failing to meet one or all of these requirements.
Recently, I had dinner with a friend who travels a great deal for his job as an academic physician. He mentioned to me that when he gets to a hotel, he calls the front desk to set up a backup wakeup call in case his phone alarm fails to wake him at the right time. Within the past few trips, any time he's tried to accomplish this menial task, he's found that while there is a phone in his room, there is no dial tone when he picks up the receiver. It doesn't matter why there's no dial tone – any phone without a dial tone is a clear violation of Kari’s Law.

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Texting While Driving Is Not Just a Personal Problem

The combination of mobile communication and the expectation of instant availability can often lead to tragedy – and costly consequences if accidents happen on company time with company resources. Communication technology professionals have the opportunity to reduce these risks.
We’ve all become incredibly accustomed to seeing people texting and driving (or otherwise using mobile devices in unsafe ways ourselves), but ubiquity is not synonymous with risk reduction.

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When Contact Centers Fail

A terrible customer service experience with POTS leads our correspondent to ask – how can contact centers rise to meet the failures of the businesses they support? Right up front, let me say that I understand why contact centers exist. But I dislike them intensely. In fact, to me, contact centers, although often providing an acceptable level of service at a higher level of efficiency than traditional customer service, occasionally fail. And when they do, they fail miserably. I am living with the learned experience of what happens when high-touch customer service is replaced by systems meant to optimize profits while minimizing customer experience. I thought I knew, as a seasoned industry professional, how to resolve these problems. Clearly, I was wrong.

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