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Bloomberg reports: By the time Jessica Lindsey's customers accuse her of being an AI, they are often already shouting. For the past two years, her work as a call center agent for outsourcing company Concentrix has been punctuated by people at the other end of the phone demanding to speak to a real human. Sometimes they ask her straight, 'Are you an AI?' Other times they just start yelling commands: 'Speak to a representative! Speak to a representative...!' Skeptical customers are already frustrated from dealing with the automated system that triages calls before they reach a person. So when Lindsey starts reading from her AmEx-approved script, callers are infuriated by what they perceive to be another machine. "They just end up yelling at me and hanging up," she said, leaving Lindsey sitting in her home office in Oklahoma, shocked and sometimes in tears. "Like, I can't believe I just got cut down at 9:30 in the morning because they had to deal with the AI before they got to me...." In Australia, Canada, Greece and the US, call center agents say they've been repeatedly mistaken for AI. These people, who spend hours talking to strangers, are experiencing surreal conversations, where customers ask them to prove they are not machines... [Seth, a US-based Concentrix worker] said he is asked if he's AI roughly once a week. In April, one customer quizzed him for around 20 minutes about whether he was a machine. The caller asked about his hobbies, about how he liked to go fishing when not at work, and what kind of fishing rod he used. "[It was as if she wanted] to see if I glitched," he said. "At one point, I felt like she was an AI trying to learn how to be human...." Sarah, who works in benefits fraud-prevention for the US government — and asked to use a pseudonym for fear of being reprimanded for talking to the media — said she is mistaken for AI between three or four times every month... Sarah tries to change her inflections and tone of voice to sound more human. But she's also discovered another point of differentiation with the machines. "Whenever I run into the AI, it just lets you talk, it doesn't cut you off," said Sarah, who is based in Texas. So when customers start to shout, she now tries to interrupt them. "I say: 'Ma'am (or Sir). I am a real person. I'm sitting in an office in the southern US. I was born.'"

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"A second major academic institution has accused Uber of using opaque computer code to dramatically increase its profits at the expense of the ride-hailing app's drivers and passengers," reports the Guardian: Research by academics at New York's Columbia Business School concluded that the Silicon Valley company had implemented "algorithmic price discrimination" that had raised "rider fares and cut driver pay on billions of ... trips, systematically, selectively, and opaquely". The Ivy League business school research — which is based on an analysis of "tens of thousands of trips ... as well as an analysis of over 2 million ... trip requests" — follows a similar academic paper based on 1.5m UK trips that was published last week by the University of Oxford. The British study found that many UK Uber drivers were making "substantially less" each hour since the ride-hailing app introduced a "dynamic pricing" algorithm in 2023 that coincided with the company taking a significantly higher share of fares... [Len Sherman, the US report's author] added: "Since implementing upfront pricing, Uber has increased rider prices, has cut driver pay, has increased its take rates, and, of course, has greatly improved its cashflow during the period covered by this study...." The Columbia paper, which focused on 24,532 trips made by a single US Uber driver, concluded that the introduction of the new algorithm had allowed Uber to "significantly increase its take rate — the per cent of rider fares net of driver pay captured by the company — from about 32% at the start of upfront pricing to upwards of 42% by the end of 2024". Last week's University of Oxford research found that, since the launch of dynamic pricing, Uber's median take rate per UK driver had "increased from 25% to 29%, and on some trips ... is over 50%". Thanks to Slashdot reader votsalo for sharing the news.

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