15 - Voice of Industry Experts - Alignment in AI: Why It Matters More Than Ever
Alignment in AI: Why It Matters More Than Ever In 2024, Saarthi Telecom, a fast-growing Indian telecom provider, proudly launched its new AI-powered customer support chatbot. Designed to handle thousands of queries daily, the chatbot promised 24/7 service, instant responses, and reduced call center load. At first, things looked promising. The chatbot handled basic queries in English with ease—billing issues, data plans, SIM activation. But trouble began when Meena, a customer from Nashik, tried to resolve a network issue in Marathi. “ माझं नेटवर्क चालत नाही ,” she typed. The chatbot responded with: “I’m sorry, I didn’t understand that. Can you please rephrase in English?” Frustrated, Meena tried again in Hindi. The chatbot still failed to interpret her message correctly. After multiple failed attempts, she gave up and called the helpline—waiting 40 minutes to speak to a human agent. Meena wasn’t alone. Thousands of users across Tamil Nadu, Maharashtra...