Russians will be warned about conversations with robots in contact centers
Russian companies and government agencies will have to indicate that they communicate with citizens by telephone or via the Internet using artificial intelligence (AI) if such technologies are used in their contact centers. This follows from the draft law "On Regulation of Artificial Intelligence Systems," which was read by Izvestia.
If a client or service user communicates with their provider by phone, he should be given the opportunity to interact with a human operator, and if through a chatbot on the Internet - there should be an indication of the automated nature of the formation of responses and messages, the document says. In any case, the procedure for sending claims and appeals to the structure that applies neural networks should be outlined.
"Today, AI is actively used in call centers, chatbots, support services, but by no means always users realize that they are not communicating with a human. With technologies becoming more and more realistic, the issue of fair notification comes to the fore - both from an ethical and legal point of view," Anton Nemkin, a member of the State Duma Committee on Information Policy, Information Technologies and Communications, told Izvestia.
Such labeling will help minimize the risks of manipulation, especially in sensitive areas - for example, in financial consulting, serving vulnerable categories of citizens or providing medical information, he said. Users need to understand when they receive an automated response in order to adequately assess its relevance, accuracy and possible limitations. In addition, the presence of the function of switching to a "live" specialist upon request strengthens control on the part of the client and reduces the risk of miscommunication, the deputy explained.
Read more in the exclusive material "Izvestia":
Non-human factor: Russians will be warned about conversations with robots
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