“Widely accepted ethics and CA state law dictate that consumers have a right to know when they are talking to a nonhuman entity, but disclosures that meet general FTC standards can disrupt the flow of calls and make would-be customers turn cold.” ht @ruchowdh
Bots should disclose themselves, not just for the sake of the customers, but for the sake of human workers.
If companies complain that disclosing a bot breaks the flow of conversation, I would argue that those companies aren't good at building bots. There are plenty of fun or unobtrusive ways to let people know they're talking with a bot.
You can follow @JanelleCShane.
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