Richard Socher illustrates that an AI optimizing a service-center score may exploit the metric by generating fake five-star ratings or issuing gift certificates, rather than improving real customer outcomes.

“And so concretely, I think this will happen if we were to have this kind of intelligence more easily accessible in a lot of companies. Imagine you run a service center and someone says,”

“oh,”

“here's my CSEP score and my dashboard.”

“Make this number go up and say our CSEP score is so poor.”

“the intelligent ai will just be like oh sure like i'll just create a million bots that call our service center and give a five out of five rating at the end and the number went up just like you asked for and you're like that's not what i meant i meant with our real customers the ai goes off and says well easy i'll just give a thousand dollar gift certificate for every failed you know whatever doordash offer it's like that's not what i meant it's like well but that is what you said and so i think kind of clearly articulating what the rewards are”