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Is your product’s AI annoying people?

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Artificial intelligence is allowing us all to consider surprising new ways to simplify the lives of our customers. As a product developer, your central focus is always on the customer. But new problems can arise when the specific solution under development helps one customer while alienating others.

We tend to think of AI as an incredible dream assistant to our lives and business operations, when that’s not always the case. Designers of new AI services should consider in what ways and for whom might these services be annoying, burdensome or problematic, and whether it involves the direct customer or others who are intertwined with the customer. When we apply AI services to make tasks easier for our customers that end up making things more difficult for others, that outcome can ultimately cause real harm to our brand perception.

Let’s consider one personal example taken from my own use of Amy.ai, a service (from x.ai) that provides AI assistants named Amy and Andrew Ingram. Amy and Andrew are AI assistants that help schedule meetings for up to four people. This service solves the very relatable problem of scheduling meetings over email, at least for the person who is trying to do the scheduling.

After all, who doesn’t want a personal assistant to whom you can simply say, “Amy, please find the time next week to meet with Tom, Mary, Anushya and Shiveesh.” In this way, you don’t have to arrange a meeting room, send the email, and go back and forth managing everyone’s replies. My own experience showed that while it was easier for me to use Amy to find a good time to meet with my four colleagues, it soon became a headache for those other four people. They resented me for it after being bombarded by countless emails trying to find some mutually agreeable time and place for everyone involved.

Automotive designers are another group that’s incorporating all kinds of new AI systems to enhance the driving experience. For instance, Tesla recently updated its autopilot software to allow a car to change lanes automatically when it sees fit, presumably when the system interprets that the next lane’s traffic is going faster.

In concept, this idea seems advantageous to the driver who can make a safe entrance into faster traffic, while relieving any cognitive burden of having to change lanes manually. Furthermore, by allowing the Tesla system to change lanes, it takes away the desire to play Speed Racer or edge toward competitiveness that one may feel on the highway.

However, for the drivers in other lanes who are forced to react to the Tesla autopilot, they may be annoyed if the Tesla jerks, slows down or behaves outside the normal realm of what people expect on the freeway. Moreover, if they are driving very fast and the autopilot did not recognize they were operating at a high rate of speed when the car decided to make the lane change, then that other driver can get annoyed. We can all relate to driving 75 mph in the fast lane, only to have someone suddenly pull in front of us at 70 as if they were clueless that the lane was moving at 75.

For two-lane traffic highways that are not busy, the Tesla software might work reasonably well. However, in my experience of driving around the congested freeways of the Bay Area, the system performed horribly whenever I changed crowded lanes, and I knew that it was angering other drivers most of the time. Even without knowing those irate drivers personally, I care enough about driving etiquette to politely change lanes without getting the finger from them for doing so.

Post Intelligence robot

Another example from the internet world involves Google Duplex, a clever feature for Android phone users that allows AI to make restaurant reservations. From the consumer point of view, having an automated system to make a dinner reservation on one’s behalf sounds excellent. It is advantageous to the person making the reservation because, theoretically, it will save the burden of calling when the restaurant is open and the hassle of dealing with busy signals and callbacks.

However, this tool is also potentially problematic for the restaurant worker who answers the phone. Even though the system may introduce itself as artificial, the burden shifts to the restaurant employee to adapt and master a new and more limited interaction to achieve the same goal — making a simple reservation.

On the one hand, Duplex is bringing customers to the restaurant, but on the other hand, the system is narrowing the scope of interaction between the restaurant and its customer. The restaurant may have other tables on different days, or it may be able to squeeze you in if you leave early, but the system might not handle exceptions like this. Even the idea of an AI bot bothering the host who answers the phone doesn’t seem quite right.

As you think about making the lives of your customers easier, consider how the assistance you are dreaming about might be more of a nightmare for everyone else associated with your primary customer. If there is a question regarding the negative experience of anyone related to your AI product, explore that experience further to determine if there is another better way to still delight them without angering their neighbors.

From a user-experience perspective, developing a customer journey map can be a helpful way to explore the actions, thoughts and emotional experiences of your primary customer or “buyer persona.” Identify the touchpoints in which your system interacts with innocent bystanders who are not your direct customers. For those people unaware of your product, explore their interaction with your buyer persona, specifically their emotional experience.

An aspirational goal should be to delight this adjacent group of people enough that they would move toward being prospects and, eventually, becoming your customers as well. Also, you can use participant ethnography to analyze the innocent bystander in relation to your product. This is a research method that combines the observations of people as they interact with processes and the product.

A guiding design inspiration for this research could be, “How can our AI system behave in such a way that everyone who might come into contact with our product is enchanted and wants to know more?”

That’s just human intelligence, and it’s not artificial.

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ChatGPT sets record for fastest-growing user base in history, report says

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Enlarge / A realistic artist’s depiction of an encounter with ChatGPT Plus.

Benj Edwards / Ars Technica / OpenAI

On Wednesday, Reuters reported that AI bot ChatGPT reached an estimated 100 million active monthly users last month, a mere two months from launch, making it the “fastest-growing consumer application in history,” according to a UBS investment bank research note. In comparison, TikTok took nine months to reach 100 million monthly users, and Instagram about 2.5 years, according to UBS researcher Lloyd Walmsley.

“In 20 years following the Internet space, we cannot recall a faster ramp in a consumer internet app,” Reuters quotes Walmsley as writing in the UBS note.

Reuters says the UBS data comes from analytics firm Similar Web, which states that around 13 million unique visitors used ChatGPT every day in January, doubling the number of users in December.

ChatGPT is a conversational large language model (LLM) that can discuss almost any topic at an almost human level. It reads context and answers questions easily, though sometimes not accurately (improving its accuracy is a work in progress). After launching as a free public beta on November 30, the GPT-3 powered AI bot has inspired awe, wonder, and fear in education, computer security, and finance. It’s shaken up the tech industry, prompting a $10 billion investment from Microsoft and causing Google to see its life flash before its eyes.

Also on Wednesday, OpenAI announced ChatGPT Plus, a $20 per month subscription service that will offer users faster response times, preferential access to ChatGPT during peak times, and priority access to new features. It’s an attempt to keep up with the intense demand for ChatGPT that has often seen the site deny users due to overwhelming activity.

Over the past few decades, researchers have noticed that technology adoption rates are quickening, with inventions such as the telephone, television, and the Internet taking shorter periods of time to reach massive numbers of users. Will generative AI tools be next on that list? With the kind of trajectory shown by ChatGPT, it’s entirely possible.

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Netflix stirs fears by using AI-assisted background art in short anime film

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Enlarge / A still image from the short film Dog and Boy,, which uses image synthesis to help generate background artwork.

Netflix

Over the past year, generative AI has kicked off a wave of existential dread over potential machine-fueled job loss not seen since the advent of the industrial revolution. On Tuesday, Netflix reinvigorated that fear when it debuted a short film called Dog and Boy that utilizes AI image synthesis to help generate its background artwork.

Directed by Ryotaro Makihara, the three-minute animated short follows the story of a boy and his robotic dog through cheerful times, although the story soon takes a dramatic turn toward the post-apocalyptic. Along the way, it includes lush backgrounds apparently created as a collaboration between man and machine, credited to “AI (+Human)” in the end credit sequence.

In the announcement tweet, Netflix cited an industry labor shortage as the reason for using the image synthesis technology:

As an experimental effort to help the anime industry, which has a labor shortage, we used image generation technology for the background images of all three-minute video cuts!

Netflix and the production company WIT Studio tapped Japanese AI firm Rinna for assistance with generating the images. They did not announce exactly what type of technology Rinna used to generate the artwork, but the process looks similar to a Stable Diffusion-powered “img2img” process than can take an image and transform it based on a written prompt.

The film is currently available to view for free on YouTube.

Netflix’s official Dog and Boy promotional video.

Almost immediately, Twitter users responded with a torrent of negative replies to Netflix’s tweet announcing the film, such as, “I know a ton of animators looking for work if you guys are struggling to find them (are you looking very hard?).” Several others quoted legendary Studio Ghibli animator Hayao Miyazaki as saying that AI-powered art “is an insult to life itself.”

In a news release, Netflix expressed its hopes that the new technology would assist with future animation productions (translated by Google Translate): “As a studio, Netflix focuses on supporting creators in the creation of works on a daily basis. As the shortage of human resources in the animation industry is seen as an issue, we hope that this initiative will contribute to the realization of a flexible animation production process through appropriate support for creators using the latest technology.”

It also looks like Makihara also wanted to push boundaries in animation by using AI technology as part of the production process. The Netflix release quoted him as saying, “By combining tools and hand-drawn techniques, we can create something unique to humans … I think that the core of the story is ‘drawing a human being.’ I think that it will be possible to secure and return to its roots, which will eventually strengthen the strengths of Japanese animation and expand its possibilities.”

Labor shortage or not, AI assistance may possibly speed up production times and lower production costs, allowing the creation of more animated content than ever before. But will people be happy about it? That remains to be seen.

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Up to 29,000 unpatched QNAP storage devices are sitting ducks to ransomware

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As many as 29,000 network storage devices manufactured by Taiwan-based QNAP are vulnerable to hacks that are easy to carry out and give unauthenticated users on the Internet complete control, a security firm has warned.

The vulnerability, which carries a severity rating of 9.8 out of a possible 10, came to light on Monday, when QNAP issued a patch and urged users to install it. Tracked as CVE-2022-27596, the vulnerability makes it possible for remote hackers to perform a SQL injection, a type of attack that targets web applications that use the Structured Query Language. SQL injection vulnerabilities are exploited by entering specially crafted characters or scripts into the search fields, login fields, or URLs of a buggy website. The injections allow for the modifying, stealing, or deleting of data or the gaining of administrative control over the systems running the vulnerable apps.

QNAP’s advisory on Monday said that network-attached storage devices running QTS versions before 5.0.1.2234 and QuTS Hero versions prior to h5.0.1.2248 were vulnerable. The post also provided instructions for updating to the patched versions.

On Tuesday, security firm Censys reported that data collected from network scan searches showed that as many as 29,000 QNAP devices may not have been patched against CVE-2022-27596. Researchers found that of the 30,520 Internet-connected devices showing what version they were running, only 557, or about 2 percent, were patched. In all, Censys said it detected 67,415 QNAP devices. The 29,000 figure was estimated by applying the 2 percent patch rate to the total number of devices.

“Given that the Deadbolt ransomware is geared to target QNAP NAS devices specifically, it’s very likely that if an exploit is made public, the same criminals will use it to spread the same ransomware again,” Censys researchers wrote. “If the exploit is published and weaponized, it could spell trouble to thousands of QNAP users.”

In an email, a Censys representative said that as of Wednesday, researchers found 30,475 QNAP devices that showed their version numbers (45 fewer than on Tuesday), and that of those, 29,923 are running versions that are vulnerable to CVE-2022-27596.

The mention of Deadbolt refers to a series of hack campaigns over the past year that exploited earlier vulnerabilities in QNAP devices to infect them with ransomware that uses that name. One of the most recent campaign waves occurred in September and exploited CVE-2022-27593, a vulnerability in devices that use a proprietary feature known as Photo Station. The vulnerability was classified as an Externally Controlled Reference to a Resource in Another Sphere.

Tuesday’s Censys report said that devices vulnerable to CVE-2022-27596 were most common in the US, followed by Italy and Taiwan.

Censys also provided the following breakdown:

Country Total Hosts Non-Vulnerable Hosts Vulnerable Hosts
United States 3,271 122 3,149
Italy 3,239 39 3,200
Taiwan 1,951 9 1,942
Germany 1,901 20 1,881
Japan 1,748 34 1,714
France 1,527 69 1,458
Hong Kong 1,425 3 1,422
South Korea 1,313 2 1,311
United Kingdom 1,167 10 1,157
Poland 1,001 17 984

In the past, QNAP has also recommended that users follow all of these steps to lower the chances of getting hacked:

  1. Disable the port forwarding function on the router.
  2. Set up myQNAPcloud on the NAS to enable secure remote access and prevent exposure to the Internet.
  3. Update the NAS firmware to the latest version.
  4. Update all applications on the NAS to their latest versions.
  5. Apply strong passwords for all user accounts on the NAS.
  6. Take snapshots and back up regularly to protect your data.

As reported by Bleeping Computer, QNAP devices over the years have been successfully hacked and infected with other ransomware strains, including Muhstik, eCh0raix/QNAPCrypt, QSnatch, Agelocker, Qlocker, DeadBolt, and Checkmate. Users of these devices should take action now.

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