December 20, 2024

Pairing live support with accurate AI outputs

A live agent spends hours each week manually documenting routine interactions. Another combs through multiple knowledge bases to find the right solution, scrambling to piece it together while the customer waits on hold. A third types out the same response they’ve written dozens of times before. These repetitive tasks can be draining, leaving less time…

We need to prepare for ‘addictive intelligence’

August 5, 2024
AI concerns overemphasize harms arising from subversion rather than seduction. Worries about AI often imagine doomsday scenarios where systems escape human control or even understanding. Short of those nightmares, there are nearer-term harms we should take seriously: that AI could jeopardize public discourse through misinformation; cement biases in loan decisions, judging or hiring; or disrupt…

Hydrogen bikes are struggling to gain traction in China

August 5, 2024
If you are in China and looking to ride a shared bike in the city, you might find something on the bike that looks a little different: a water-bottle-size hydrogen tank. At least a dozen cities in China now have some kind of hydrogen-powered shared bikes for their residents. They offer an easier ride than…