Ethical Standards and Trust in AI-driven CX

A friend of mine—let’s call her Clara—called her bank last week, spending twelve minutes explaining a billing issue to an agent that grew more confusing by the minute. Patient responses. Thorough answers. Technically accurate. Also not human.

She found out only after asking directly. The disclosure felt less like a notification and more like a caught-out confession.

She switched banks.

Extreme? Maybe on the surface. But the reaction had nothing to do with the chatbot’s quality—which was apparently fine. Deception drove it. Having an emotional conversation with something that wore a human mask without warning.

WGA Strike: The Battle Over AI-Generated Content

On May 2nd, 11,500 members of the Writers Guild of America went on strike. The usual issues are on the table: compensation, residuals, staffing minimums. But one demand stands apart from everything else, and it’s the one I can’t stop thinking about.

The WGA wants explicit contractual language preventing studios from using AI to generate or rewrite scripts. They want guarantees that AI-generated text cannot be considered “literary material” under guild agreements, and that no AI system can receive writing credit.