Generative AI continues to dominate the conversation in 2023, and one particular aspect receiving increased scrutiny in the past weeks is AI-powered customer service chatbots. The Consumer Financial Protection Bureau (CFPB) and the Federal Trade Commission (FTC) have both raised concerns about replacing human customer service agents with sophisticated large language models (LLMs), ranging from their limited ability to solve complex problems, the potential for inaccurate information, the use of “dark patterns,” and privacy and data security concerns regarding customers’ inputted data or data collected and used to train the algorithms.

Originally published in the Computer & Internet Lawyer, October 2023.