Are you interested in learning from human experts about how AI could impact the future of work and the customer experience? If so, it turns out that you could have unknowingly been getting some of your responses from AI.
KPMG, one of the largest consulting firms in the world, is accused of publishing a report on the future of AI with 40 of 45 citations that appeared to be at least partially AI hallucinations. In one instance, uncovered by the AI safety firm GPTZero, the report claims that the Japanese East Japan Railway Company (JR East) is using agentic AI for customer service, linking to a 2019 press release, years before agentic AI became mainstream.
In another instance, the report falsely claimed that Austrian electricity provider Verbund is using AI agents in households to conduct real-time analytics as part of its “energy-as-a-service ecosystem.” Although Verbund invested in a start-up using agents for grid optimization, there was no evidence to support the claim of real-time analytics in households.
Many citations linked to existing studies, but the titles, authors, or dates were incorrect. Researchers were unable to match many citations to existing studies due to insufficient information.
The report, which has now been taken down, has been referenced by multiple customer service publications and a major newspaper in the Czech Republic. In addition, researchers noted that the paper is now being referenced as a resource on customer experience by OpenAI’s ChatGPT and Google Gemini. GPTZero alleges that an LLM research tool was asked to find appropriate case studies of companies using agentic AI worldwide.
The problem is already being felt by the average worker. More than 40% of US desk workers reported receiving "workslop"—low-quality AI-generated content—in the past month, according to a September survey from the Stanford Social Media Lab and BetterUp Labs.
https://www.pcmag.com/news/kpmg-allegedly-published-ai-report-filled-with-hallucinations
