Here’s an application that could use some transparency:
When Conor Sprouls, a customer service representative in the call center of the insurance giant MetLife talks to a customer over the phone, he keeps one eye on the bottom-right corner of his screen. There, in a little blue box, A.I. tells him how he’s doing.
Talking too fast? The program flashes an icon of a speedometer, indicating that he should slow down.
Sound sleepy? The software displays an “energy cue,” with a picture of a coffee cup.
Not empathetic enough? A heart icon pops up.A Machine May Not Take Your Job, but One Could Become Your Boss
I have no idea how this AI might have been trained, and the article sheds no light.