A good article by The Markup assessed the accuracy of New York City’s municipal chatbot. The chatbot is intended to provide New Yorkers with information about starting or operating a business in the city. The journalists found the chatbot regularly provided false or incorrect information which could result in legal repercussions for businesses and significantly discriminate against city residents. Problematic outputs included incorrect housing-related information, whether businesses must accept cash for services rendered, whether employers can take cuts of employees’ tips, and more.
While New York does include a warning to those using the chatbot, it remains unclear (and perhaps doubtful) that residents who use it will know when to dispute outputs. Moreover, the statements of how the tool can be helpful and sources it is trained on may cause individuals to trust the chatbot.
In aggregate, this speaks to how important it is to effectively communicate with users, in excess of policies simply mandating some kind of disclosure of the risks associated with these tools, as well as demonstrates the importance of government institutions more carefully assessing (and appreciating) the risks of these systems prior to deploying them.
Excited Pixels 