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   Bruce Springsteen not on AI
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   The Boss can't count, but that's ok ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­
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                     <h2 style="margin:0; line-height:1.3 !important; font-size:24px !important; margin-top:30px; margin-bottom:15px !important; font-family:'Helvetica Neue', Helvetica, Arial, sans-serif !important; color:#131b24 !important; font-style:normal; font-weight:500 !important">
                      Is a dream a lie if don't come true?
                     </h2>
                     <p style="font-family:'Helvetica Neue', Helvetica, Arial, sans-serif !important; color:#405261 !important; font-style:normal; font-weight:normal; font-size:16px !important; margin-bottom:18px !important; line-height:1.91587">
                      <span style="color: #405261;">
                       LLMs
                      </span>
                      <a data-hs-link-id="0" data-hs-link-id-v2="vlUe85R2" style="color:#304ddb; text-decoration:none !important" target="_blank">
                       can’t do math
                      </a>
                      <span style="color: #405261;">
                       (and they’re
                      </span>
                      <a data-hs-link-id="0" data-hs-link-id-v2="6nSVo4j3" style="color:#304ddb; text-decoration:none !important" target="_blank">
                       not that great at counting
                      </a>
                      <span style="color: #405261;">
                       ), but that’s ok. We already have calculators
                       <span style="font-size: 12px;">
                        <sup>
                         1
                        </sup>
                       </span>
                       and classical computers. It’s not like people are so great at math either — Bruce Springsteen can’t add one and one:
                      </span>
                     </p>
                     <blockquote style="line-height:175%">
                      <p style="font-family:'Helvetica Neue', Helvetica, Arial, sans-serif !important; color:#405261 !important; font-style:normal; font-weight:normal; font-size:16px !important; margin-bottom:18px !important; line-height:1.91587; padding-left:30px">
                       <em>
                        <span style="color: #405261;">
                         “You’re looking for (…) The element that breathes life and character into the people or situation you’re writing about. So to do that, you’ve gotta tap something more than … well, it can’t just be math. There’s got to be some mystical aspect to it. And when that third element arrives,
                         <span style="font-weight: bold;">
                          it’s sort of one and one makes three
                         </span>
                         .”
                        </span>
                       </em>
                      </p>
                     </blockquote>
                     <p style="font-family:'Helvetica Neue', Helvetica, Arial, sans-serif !important; color:#405261 !important; font-style:normal; font-weight:normal; font-size:16px !important; margin-bottom:18px !important; line-height:1.91587">
                      <span style="color: #405261;">
                       Fortunately he’s a songwriter and not a math teacher, quoted here in
                      </span>
                      <a data-hs-link-id="0" data-hs-link-id-v2="YDs0Bpel" style="color:#304ddb; text-decoration:none !important" target="_blank">
                       the Peter Ames Carlin biography,
                       <em>
                        Bruce
                       </em>
                      </a>
                      .
                      <span style="color: #405261;">
                       It’s not about mathematical proofs but a different sort of truth. In
                      </span>
                      <a data-hs-link-id="0" data-hs-link-id-v2="HzJyr+6c" style="color:#304ddb; text-decoration:none !important" target="_blank">
                       The River
                      </a>
                      <span style="color: #405261;">
                       , The Boss asks his listeners a related question:
                      </span>
                     </p>
                     <blockquote style="line-height:175%">
                      <p style="font-family:'Helvetica Neue', Helvetica, Arial, sans-serif !important; color:#405261 !important; font-style:normal; font-weight:normal; font-size:16px !important; margin-bottom:18px !important; line-height:1.91587; padding-left:30px">
                       <em>
                        <span style="color: #405261;">
                         “Is a dream a lie if it don’t come true, or is it something worse?”
                        </span>
                       </em>
                      </p>
                     </blockquote>
                     <p style="font-family:'Helvetica Neue', Helvetica, Arial, sans-serif !important; color:#405261 !important; font-style:normal; font-weight:normal; font-size:16px !important; margin-bottom:18px !important; line-height:1.91587">
                      <span style="color: #405261;">
                       The characters in the song (
                      </span>
                      <a data-hs-link-id="0" data-hs-link-id-v2="3Ho0BkRU" style="color:#304ddb; text-decoration:none !important" target="_blank">
                       based on Bruce’s sister and her husband
                      </a>
                      <span style="color: #405261;">
                       ) are coming to terms with a life that has not followed the path they dreamed of, wondering if a dream unfulfilled is far worse than no dream at all. It’s a hard question with no  single correct response. When I heard it recently, that line (somewhat embarrassingly) made me think about the distinction between AI-mediated self-service and human customer service.
                      </span>
                     </p>
                     <p style="font-family:'Helvetica Neue', Helvetica, Arial, sans-serif !important; color:#405261 !important; font-style:normal; font-weight:normal; font-size:16px !important; margin-bottom:18px !important; line-height:1.91587">
                      <span style="color: #405261;">
                       Are AI dreams (we call them hallucinations) a lie, when they answer a question in a way that does not align with reality? I don’t think so, because a lie implies an intention. If I ask my helpful, but not expert, friend for help filling out a tedious corporate form, they might suggest some possible answers. I’ll try them, and even when it doesn't work out I'll appreciate their effort. They weren’t
                       <em>
                        lying
                       </em>
                       to me, they were making an educated guess based on their skills and experiences.
                      </span>
                     </p>
                     <p style="font-family:'Helvetica Neue', Helvetica, Arial, sans-serif !important; color:#405261 !important; font-style:normal; font-weight:normal; font-size:16px !important; margin-bottom:18px !important; line-height:1.91587">
                      <span style="color: #405261;">
                       <em>
                        Every
                       </em>
                       answer you get from an LLM is in a sense a guess, or a hallucination. They don’t know what is “real” or true, they make statistical predictions about language. If we think about generative AI as a helpful, but imperfect friend — a tool that generates plausible guesses that might help us get where we need to go — it can be useful without having to be 100% accurate, and that might create a better experience overall. We could treat AI-mediated self-service as a conversational interface to a knowledge base, and a helper to the customer who stays in control of the service experience.
                      </span>
                     </p>
                     <p style="font-family:'Helvetica Neue', Helvetica, Arial, sans-serif !important; color:#405261 !important; font-style:normal; font-weight:normal; font-size:16px !important; margin-bottom:18px !important; line-height:1.91587">
                      <span style="color: #405261;">
                       But if I contact a corporation directly and ask a real person a question about the same form, that’s me getting true “customer service.” I should be able to expect answers that are complete, accurate, and helpful. I should be able to hold them responsible and trust that whatever they tell me is true, in a way I cannot reasonably do with an LLM.
                      </span>
                     </p>
                     <p style="font-family:'Helvetica Neue', Helvetica, Arial, sans-serif !important; color:#405261 !important; font-style:normal; font-weight:normal; font-size:16px !important; margin-bottom:18px !important; line-height:1.91587">
                      <span style="color: #405261;">
                       Perhaps we will come to a new understanding of AI interfaces on apps and services as smarter self-service tools that can help you do something, but that aren’t necessarily a source of truth. It’s not how AI tools are sold right now, but barring a technological breakthrough LLMs will always hallucinate to some degree. Accepting that reality might make them more useful, not less. An AI hallucination isn’t a lie if it doesn’t come true. But can it be something worse? Yes, undoubtedly. LLMs sound overconfident in their answers, misleading people about how reliable they are, and that can lead to much worse outcomes for people who put their trust in those tools.
                      </span>
                     </p>
                     <p style="font-family:'Helvetica Neue', Helvetica, Arial, sans-serif !important; color:#405261 !important; font-style:normal; font-weight:normal; font-size:16px !important; margin-bottom:18px !important; line-height:1.91587">
                      <span style="color: #405261;">
                       Can we get to a societal point in which we know where to put our trust and where to take an AI-only answer as an informed suggestions? Can we constrain the tools, and our own marketing, to help people make that shift? This is a new idea I’m wrestling with, and I’m not convinced yet. I would love to hear your thoughts, hit reply and let me know.
                       <br/>
                       <br/>
                      </span>
                     </p>
                     <p style="font-family:'Helvetica Neue', Helvetica, Arial, sans-serif !important; color:#405261 !important; font-style:normal; font-weight:normal; font-size:16px !important; margin-bottom:18px !important; line-height:1.91587">
                      <span style="color: #405261;">
                       <sup>
                        1
                       </sup>
                       <em>
                        And calculators can even create certain language, as every hilarious high school kid knows.
                       </em>
                      </span>
                     </p>
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