Last week I got a reminder from the travel insurance people that I was due to pay my annual surcharge levied upon me because I am so ancient. But on perusing the small print they seemed to be insuring me, not against falling ill while abroad, but encountering a sudden emergency in my home. I phoned them up.
We have grown used to hearing that this call may be recorded for training and monitoring purposes, along with a battery of preliminary announcements relating to codes of practice. I remember when I was a child and I wanted to make a call I would lift the receiver and immediately – immediately – a voice would say, “Number please?” This was before telephone dials came into use, although we were aware of them because Perry Mason would make a call with them on the telly, and we thought they were terribly sophisticated. I suppose automatic dialling made all these telephone operators redundant. The telephone exchange serving the West End of Glasgow was a substantial and handsome building on the corner of Dowanside Road and Caledon Street. It has been converted into private flats.
Back on the phone to the insurance company, I listened patiently throughout all the caveats, and the suggestion that I might prefer to conduct business online. Until recently the next set of hurdles would have been a series of options requiring a keyboard response. “To make a claim, press one…” But this has been superseded by Artificial Intelligence. A robot asked me to state the reason for my call. I feel rather ridiculous talking to a robot. There’s no point in saying, “It’s rather complicated. You see, to let you understand…” This will be followed by a pause, and then, “Please state in a few words the reason for your call.”
“An enquiry about my travel insurance.”
“I’m sorry. I didn’t quite catch that. Do you wish to make a claim?”
“No.”
“Please state, in a few words…” And so on.
After a while, the robot cottons on to the fact that this is going nowhere. You can almost hear the robot sigh. It must all be my fault. But finally you are put through to a real live person of flesh and blood. You might imagine this might be a blessing, but increasingly, this is where your troubles start. I have a notion that call handlers are being trained to resemble robots as far as possible. The person I got through to spoke sotto voce, had an accent I struggled to identify, and also spoke incredibly rapidly. I have a notion that if the constitutional arrangements of these islands are ever radically modified, it will not be because of any provincial disillusionment with centralised government policy, but simply because the people at one end of the nation will cease to understand the people at the other end. It will be a Tower of Babel moment.
I said, “I’m sorry, I can’t hear you. Could you speak up, and speak a little slower?”
He said, or I think he said, “I’ll make a note you are hard of hearing.”
“I’m not hard of hearing. I just can’t hear you.”
We struggled on. I explained that my travel insurer seemed to be trying to sell me home insurance. Nothing to do with us, he said. You’ll need to phone your home insurer. So it went on. I could describe the rest of this ghastly interaction in laborious detail, but I’m sure you get the picture. At the end of it all, I was asked to stay on the line to take part in a short satisfaction survey. I hung up. I know I should have stayed on, to tell them how awful it all was.
Two questions arise. How has it come to this? And why do we put up with it?
You need to understand the motivation of the masters of the universe. They want to automate everything. Doesn’t it make sound business sense? Robots are not salaried; they don’t require holiday or sickness pay; they don’t even need a tea break. What is the point of employing low grade human resources?
This argument is flawed; fatally flawed. The masters of the universe are trying to create a perpetual motion machine. It might look a little bit like one of these gigantic, windowless, dark satanic mills threatening to spring up usually in delectable areas of countryside, beside a river, ideal for cooling. They want the engine quietly to tick over, creating wealth from its own machinations. But life, real life, is not remotely like that. The machine tries to fit real life into a template, an algorithm, but real life is not remotely susceptible to algorithmic analysis. That is why we endlessly iterate and reiterate these conversations on the telephone:
“Please sate the reason for you call in a few words.”
“It’s rather complicated. You see, to let you understand…”
“I’m sorry, I didn’t quite catch that. Please state…”
So why do we put up with it? It is because we have been conned. We think this is the future. Our politicians are besotted with this madness. That is why they woo the masters of the universe. They imagine that if the tech giants moved offshore we would somehow lag behind, and lose out.
You know what it’s like when occasionally, just occasionally, you cut through all this drivel on the phone and have a conversation with somebody who is not artificial, but who is actually intelligent. The ability to understand a human problem, to cut through extraneous material and reach the kernel of the matter, and then to solve the problem, has nothing to do with algorithms, and everything to do with human experience, compassion, and, often, humour.
I have a yen to start a movement against this latest evolution of automation. It would be a call to eschew endless telephone menus and insist on talking to a real person. It should have a name, an acronym like LAITY: Leave Artificial Intelligence to Yuppies. (Needs work I grant.) But I’m conscious that the masters of the universe, and the politicians in their pocket, won’t like it. Somewhere in the bowels of a vast shed on Lammermoor there will be a faint whisper. LAITY will come to the attention of the Thought Police. It will be seen as seditious, and banned as a terrorist organisation.
The supercomputers are beginning to sprout. They will spring up in remote areas, and stand, impassive, watching over us like the ancient ancestral faces of the statues on Easter Island, not looking out to sea, but gazing inward, intently, upon us. I remember what Jacob Bronowski said of the Easter Island statues. He was rather fond of them, “but in the end, all of them are not worth one child’s dimpled face.”
