An anonymous reader shares a report: If you dread the thought of calling to change an airline ticket or negotiate your internet bill, a new artificial intelligence tool may provide a solution. DoNotPay, which offers an assortment of consumer-friendly services like tracking subscriptions, generating burner phone numbers, and searching for unclaimed property, now features a bot that will call customer service numbers for users, navigate through phone menus and sit through hold music, then politely but firmly advocate on users’ behalf.
The company shared examples of its AI calling a cellphone provider for help porting a phone number and talking with an airline to cancel a flight within the 24-hour cancellation window. Joshua Browder, CEO and founder of DoNotPay, says getting updates on lost luggage and seeking compensation for flight delays are also common use cases. DoNotPay already offered tools to connect to customer service agents via chat windows, and to draft and send emails, faxes, and even snail mail to companies on behalf of users.
But while the service’s artificial intelligence had enough smarts to wait on hold for users, then hand over a call when an agent was available, until recently AI models were not capable of carrying on a convincing voice conversation with a human operator in real time. Browder says that changed with Open AI’s GPT-4o model, unveiled in May. “That has reduced the delay by about 70%, so instead of it taking three seconds to come up with a response, it now takes under a second, and that’s finally fast enough to hold these phone conversations,” he says. “So now we’re doing thousands of these calls.”
