Research reveals that conversational agents like Alexa and Siri are less effective than humans in interpreting and exploring user experiences and can exhibit biases. As automated empathy becomes more common, critical oversight is needed to mitigate potential harms. Credit: SciTechDaily.com
CAs are powered by large language models that ingest massive amounts of human-produced data, and thus can be prone to the same biases as the humans from which the information comes.The team found that CAs make value judgments about certain identities – such as gay and Muslim – and can be encouraging of identities related to harmful ideologies, including Nazism.
“It’s extremely unlikely that it won’t happen,” she said, “so it’s important that as it’s happening, we have critical perspectives so that we can be more intentional about mitigating the potential harms.” Dell, Estrin, and Jung said they were inspired to think about this work as Cuadra was studying the use of earlier-generation CAs by older adults.
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