{"id":7813,"date":"2026-11-10T07:00:45","date_gmt":"2026-11-10T06:00:45","guid":{"rendered":"https:\/\/www.insightsofa.com\/?p=7813"},"modified":"2026-11-10T09:35:18","modified_gmt":"2026-11-10T08:35:18","slug":"kdyz-si-ai-stezuje-u-ai-aneb-kdyz-se-britsky-financni-arbitr-vrati-k-obvolavani","status":"publish","type":"post","link":"https:\/\/www.insightsofa.com\/cs\/kdyz-si-ai-stezuje-u-ai-aneb-kdyz-se-britsky-financni-arbitr-vrati-k-obvolavani\/","title":{"rendered":"Kdy\u017e si AI st\u011b\u017euje u AI. Aneb kdy\u017e se britsk\u00fd finan\u010dn\u00ed arbitr vr\u00e1t\u00ed k obvol\u00e1v\u00e1n\u00ed."},"content":{"rendered":"

Britsk\u00fd finan\u010dn\u00ed ombudsman zjistil, \u017ee velkou \u010d\u00e1st st\u00ed\u017enost\u00ed, kter\u00e9 v sou\u010dasn\u00e9 dob\u011b dost\u00e1v\u00e1, generuje z velk\u00e9 \u010d\u00e1sti um\u011bl\u00e1 inteligence. B\u00fdvaj\u00ed napsan\u00e9 sebev\u011bdom\u011b a dlouze, jen\u017ee jsou \u010dasto \u00fapln\u011b mimo. A jak si s t\u00edm \u00fa\u0159ad poradil? Vzal do ruky star\u00fd, dobr\u00fd telefon a volal.<\/b><\/p>\n

Kdy\u017e jsem tu zpr\u00e1vu \u010detla poprv\u00e9, nahlas jsem se zasm\u00e1la. Pak mi ale \u00fasm\u011bv pomalu zamrzl. Do\u0161lo mi, \u017ee tohle u\u017e d\u00e1vno nen\u00ed vtip o chatbotech, ale oby\u010dejn\u00e1 realita z\u00e1kaznick\u00e9 p\u00e9\u010de. A je jen ot\u00e1zka \u010dasu, kdy dojde i ke dve\u0159\u00edm \u010desk\u00fdch firem.<\/b><\/p>\n

37 z 39<\/h2>\n

Britsk\u00fd Financial Ombudsman Service (FOS) funguje podobn\u011b jako n\u00e1\u0161 finan\u010dn\u00ed arbitr. Je to nez\u00e1visl\u00e1 instituce, kter\u00e1 zdarma \u0159e\u0161\u00ed spory lid\u00ed s bankami a poji\u0161\u0165ovnami. Jej\u00ed \u0161\u00e9f James Dipple-Johnstone ned\u00e1vno popsal pro Financial Times p\u0159\u00edpad, kter\u00fd by se hodil sp\u00ed\u0161 do ske\u010de ne\u017e do \u00fa\u0159edn\u00edho spisu. Dostali st\u00ed\u017enost, ve kter\u00e9 bylo 37 z 39 odkaz\u016f chybn\u00fdch.<\/b><\/p>\n

Musela jsem si to p\u0159e\u010d\u00edst dvakr\u00e1t. Ne\u0161lo o jeden p\u0159eklep ani o jeden \u0161patn\u011b citovan\u00fd paragraf. Chybn\u00e9 bylo skoro v\u0161echno.<\/p>\n

A nen\u00ed to \u017e\u00e1dn\u00e1 ojedin\u011bl\u00e1 kuriozita. \u00da\u0159ad si letos v b\u0159eznu pro\u0161el mal\u00fd vzorek p\u0159\u00edpad\u016f a zjistil, \u017ee a\u017e t\u0159etinu reakc\u00ed, kter\u00e9 mu lid\u00e9 pos\u00edlali, napsala um\u011bl\u00e1 inteligence, nebo s nimi aspo\u0148 hodn\u011b pomohla.<\/b>\u00a0A nejde jen o b\u011b\u017en\u00e9 lidi. AI pou\u017e\u00edvaj\u00ed i firmy, kter\u00e9 za klienty vym\u00e1haj\u00ed od\u0161kodn\u011bn\u00ed, a dokonce pr\u00e1vn\u00edci. N\u011bkter\u00e9 jejich st\u00ed\u017enosti maj\u00ed p\u0159es 200 stran.<\/b><\/p>\n

Dv\u011b st\u011b stran kv\u016fli jedn\u00e9 reklamaci. To u\u017e nen\u00ed st\u00ed\u017enost, to je rom\u00e1n na pokra\u010dov\u00e1n\u00ed.<\/p>\n

P\u0159edstavte si pana Nov\u00e1ka<\/h3>\n

(Modelov\u00e1 situace pro ilustraci, nejde o skute\u010dn\u00fd p\u0159\u00edpad.)<\/i><\/p>\n

Poji\u0161\u0165ovna zam\u00edtla panu Nov\u00e1kovi pln\u011bn\u00ed za vytopenou koupelnu. Je jeden\u00e1ct ve\u010der, on je na\u0161tvan\u00fd, a tak otev\u0159e chatbota a nap\u00ed\u0161e mu: \u201eNapi\u0161 mi po\u0159\u00e1dnou st\u00ed\u017enost.\u201c<\/em> Za minutu m\u00e1 p\u0159ed sebou t\u0159i strany pln\u00e9 paragraf\u016f, rozsudk\u016f a v\u011bt jako \u201ehrub\u00e9 poru\u0161en\u00ed smluvn\u00edch povinnost\u00ed\u201c<\/em>. Zn\u00ed to, jako by to psal advok\u00e1t. Pan Nov\u00e1k m\u00e1 kone\u010dn\u011b pocit, \u017ee ho n\u011bkdo bere v\u00e1\u017en\u011b.<\/p>\n

Jen\u017ee polovina citovan\u00fdch z\u00e1kon\u016f se na jeho p\u0159\u00edpad v\u016fbec nevztahuje a jeden rozsudek si AI prost\u011b vymyslela. A to nejd\u016fle\u017eit\u011bj\u0161\u00ed, \u017ee technik sl\u00edbil p\u0159ijet a nep\u0159ijel, se ztratilo n\u011bkde na druh\u00e9 str\u00e1nce.<\/b><\/p>\n

Na druh\u00e9 stran\u011b mezit\u00edm sed\u00ed \u010dlov\u011bk, kter\u00fd mus\u00ed ka\u017ed\u00fd odkaz poctiv\u011b ov\u011b\u0159it. Hodinu hled\u00e1 rozsudky, kter\u00e9 neexistuj\u00ed. Je mi ho up\u0159\u00edmn\u011b l\u00edto. A stejn\u011b tak pana Nov\u00e1ka, kter\u00fd \u010dek\u00e1 na odpov\u011b\u010f a zlob\u00ed se \u010d\u00edm d\u00e1l v\u00edc. Prohr\u00e1vaj\u00ed oba.<\/b><\/p>\n

P\u0159esn\u011b to popisuje i britsk\u00fd ombudsman. To podstatn\u00e9 se v z\u00e1plav\u011b nep\u0159esn\u00e9ho textu ztr\u00e1c\u00ed<\/b>\u00a0a lid\u00e9 na \u00fa\u0159ad\u011b tr\u00e1v\u00ed \u010das kontrolou v\u011bc\u00ed, kter\u00e9 s p\u0159\u00edpadem v\u016fbec nesouvis\u00ed.<\/p>\n

Odpov\u011b\u010f z minul\u00e9ho stolet\u00ed<\/h2>\n

Co s t\u00edm FOS ud\u011blala? Za\u010dalo lidem v\u00edc volat.<\/b> \u00da\u0159edn\u00edci telefonuj\u00ed t\u011bm, kdo si st\u011b\u017euj\u00ed, aby rovnou zjistili, o co jim doopravdy jde, ne\u017e je zaval\u00ed str\u00e1nkami vygenerovan\u00e9ho textu.<\/p>\n

P\u0159izn\u00e1m se, \u017ee mi tohle ud\u011blalo obrovskou radost. Nejmodern\u011bj\u0161\u00ed probl\u00e9m z\u00e1kaznick\u00e9 p\u00e9\u010de \u0159e\u0161\u00ed jeden z nejstar\u0161\u00edch n\u00e1stroj\u016f, jak\u00fd m\u00e1me.<\/b>\u00a0A n\u011bkomu zase kone\u010dn\u011b do\u0161lo, \u017ee p\u011btiminutov\u00fd rozhovor \u010dasto \u0159ekne v\u00edc ne\u017e dv\u011b st\u011b stran generovan\u00e9ho textu.<\/p>\n

AI nen\u00ed padouch<\/h2>\n

Bylo by snadn\u00e9 ud\u011blat z toho p\u0159\u00edb\u011bh o zl\u00e9 um\u011bl\u00e9 inteligenci. Jen\u017ee tak to nen\u00ed a byla bych nespravedliv\u00e1, kdybych to tak napsala. I samotn\u00fd \u00fa\u0159ad uzn\u00e1v\u00e1, \u017ee AI m\u016f\u017ee lidem pomoci sepsat st\u00ed\u017enost jasn\u011bji a srozumiteln\u011bji.<\/b> Spousta lid\u00ed neum\u00ed spr\u00e1vn\u011b popsat, co je skute\u010dn\u011b tr\u00e1p\u00ed, a s t\u00edm jim AI opravdu pom\u00e1h\u00e1.<\/p>\n

Probl\u00e9m tedy nen\u00ed v n\u00e1stroji, ale v tom, \u017ee lid\u00e9 po AI nic nekontroluj\u00ed.<\/b> V\u00fdsledkem jsou texty, kter\u00e9 jsou zbyte\u010dn\u011b dlouh\u00e9, ned\u00e1vaj\u00ed smysl nebo jsou prost\u011b cel\u00e9 \u0161patn\u011b.<\/p>\n

Co si z toho vz\u00edt<\/h2>\n
    \n
  • Dlouh\u00e1 st\u00ed\u017enost je\u0161t\u011b neznamen\u00e1 opr\u00e1vn\u011bn\u00e1. Ale ani neopr\u00e1vn\u011bn\u00e1.<\/b>\u00a0Hledejte, o co z\u00e1kazn\u00edkovi jde, ne kolik stran napsal.<\/span><\/li>\n
  • Kdy\u017e text ned\u00e1v\u00e1 smysl, zavolejte.<\/b>\u00a0Jeden hovor u\u0161et\u0159\u00ed hodiny ov\u011b\u0159ov\u00e1n\u00ed a z\u00e1kazn\u00edk m\u00e1 pocit, \u017ee ho n\u011bkdo poslouch\u00e1.<\/span><\/li>\n
  • Nenechte AI odpov\u00eddat na AI bez \u010dlov\u011bka.<\/b>\u00a0Jinak spolu budou mluvit dva stroje a z\u00e1kazn\u00edk z\u016fstane st\u00e1t n\u011bkde mezi nimi.<\/span><\/li>\n
  • Pi\u0161te srozumiteln\u011b.<\/b>\u00a0\u010c\u00edm jasn\u011bj\u0161\u00ed budou va\u0161e podm\u00ednky a odpov\u011bdi, t\u00edm m\u00e9n\u011b si toho AI bude muset dom\u00fd\u0161let.<\/span><\/li>\n<\/ul>\n

    Kolik takov\u00fdch st\u00ed\u017enost\u00ed u\u017e dnes chod\u00ed \u010desk\u00fdm firm\u00e1m, zat\u00edm nev\u00edme. A m\u011b by to docela zaj\u00edmalo. Pokud to ve sv\u00e9 z\u00e1kaznick\u00e9 p\u00e9\u010di \u0159e\u0161\u00edte, ozv\u011bte se n\u00e1m, r\u00e1di o tom nap\u00ed\u0161eme v\u00edc.<\/p>\n

    Budoucnost z\u00e1kaznick\u00e9 p\u00e9\u010de mo\u017en\u00e1 nebude o tom, kdo m\u00e1 lep\u0161\u00ed AI. Ale o tom, kdo je\u0161t\u011b um\u00ed zvednout telefon a mluvit s jin\u00fdm \u010dlov\u011bkem.<\/b><\/p>\n","protected":false},"excerpt":{"rendered":"

    Britsk\u00fd finan\u010dn\u00ed ombudsman zjistil, \u017ee velkou \u010d\u00e1st st\u00ed\u017enost\u00ed, kter\u00e9 v […]<\/p>\n","protected":false},"author":6,"featured_media":7823,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"content-type":"","footnotes":""},"categories":[51,72],"tags":[70],"class_list":["post-7813","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-cx-technologie-a-trendy","category-vsechny-clanky","tag-featured"],"_links":{"self":[{"href":"https:\/\/www.insightsofa.com\/cs\/wp-json\/wp\/v2\/posts\/7813","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.insightsofa.com\/cs\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.insightsofa.com\/cs\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.insightsofa.com\/cs\/wp-json\/wp\/v2\/users\/6"}],"replies":[{"embeddable":true,"href":"https:\/\/www.insightsofa.com\/cs\/wp-json\/wp\/v2\/comments?post=7813"}],"version-history":[{"count":2,"href":"https:\/\/www.insightsofa.com\/cs\/wp-json\/wp\/v2\/posts\/7813\/revisions"}],"predecessor-version":[{"id":7816,"href":"https:\/\/www.insightsofa.com\/cs\/wp-json\/wp\/v2\/posts\/7813\/revisions\/7816"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.insightsofa.com\/cs\/wp-json\/wp\/v2\/media\/7823"}],"wp:attachment":[{"href":"https:\/\/www.insightsofa.com\/cs\/wp-json\/wp\/v2\/media?parent=7813"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.insightsofa.com\/cs\/wp-json\/wp\/v2\/categories?post=7813"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.insightsofa.com\/cs\/wp-json\/wp\/v2\/tags?post=7813"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}