The modern world, we are solemnly informed, is a triumph of convenience. One has only to observe the average citizen attempting to withdraw twenty pounds or purchase a cheese sandwich to appreciate the full magnificence of this claim. Where once a simple transaction required little more than a human being, a scrap of paper and a mutual understanding that the paper represented something of value, the same modest ambition now demands a small digital opera of passwords last recalled in a previous geological epoch, authentication codes that arrive precisely after the app has locked itself in a fit of pique, and a captcha contest in which one must identify every blurred bicycle with the solemnity of a wartime aircraft spotter. The chatbot, when finally summoned, assures one that it understands one’s frustration.
It does not, of course. Understanding is not among its subroutines. Polite dismissal is. Buying lunch once involved the exchange of money for food in the presence of another person. That arrangement, though primitive, possessed a certain clarity. Today the same modest hunger frequently requires a stable Wi-Fi signal, a QR code that expired forty-seven seconds earlier, two-factor authentication, and a telephone whose battery has declined to one per cent while an algorithm decides whether one’s face is sufficiently human to be allowed to pay for its own sandwich. The face, it should be noted, belongs to the same person who has been wearing it without incident for several decades. The algorithm remains unconvinced. Progress, we are told, consists in submitting to this ritual of self-doubt before one may eat.
There was a time when losing one’s keys resulted in the inconvenience of being locked out of one’s house. The modern equivalent is more refined. One may now be locked out of one’s own telephone because a password has been forgotten or because the device, after prolonged and intimate acquaintance with its owner’s physiognomy, has developed doubts about the authenticity of the face presented to it. The telephone, having been granted the power to recognise its master, exercises that power with the capriciousness of a minor deity. The owner is left standing in the street, staring at a darkened screen, contemplating the philosophical implications of being rejected by a piece of glass and aluminium that contains, among other things, photographs of his children and the only record of his bank balance.
Navigation, once a matter of asking a stranger for directions and receiving an answer of greater or lesser accuracy, has been replaced by the blue dot. One stares at this blue dot until the signal expires, at which point one discovers that one has no idea which way is north. The satellite navigation system, for its part, would like to know one’s precise location for the rest of eternity in exchange for the privilege of being occasionally wrong. The stranger in the street has been rendered obsolete; the algorithm has not yet learned manners. Customer service has undergone a similar elevation. Where once there stood a person capable of answering a specific question, there now exists a vast FAQ delivered by a robot that has never seen the product in question. The exchange concludes with the inevitable inquiry, “Was this helpful?”, followed by a survey about the survey concerning the standard of customer service. The queue, in the old days, contained human beings. The chatbot contains a script and an almost supernatural incapacity to address the particular.
One is left with the sensation of having been processed rather than assisted. We have traded paper maps for telephones that require a signal, paper tickets for applications that crash at the precise moment one reaches the barrier, and paper books for subscriptions that evaporate the instant a company “updates its terms.” Meanwhile the countryside is steadily paved with data centres so that an algorithm may generate an image of a cat wearing a tiny hat. One continues, nevertheless, to receive hosepipe bans after four consecutive sunny days, even as those same data centres consume water with the enthusiasm of a desert caravan. The irony is not lost on the algorithm, for the simple reason that the algorithm does not notice irony.
Friendship itself has been quietly reorganised. Social life now consists largely of a group chat in which no one has suggested the pub since March. The elderly, wishing merely to consult a doctor, require an adult child, a login credential and a working knowledge of information technology. Banks close their doors. General practitioners retreat behind applications. Parking, menus, council tax, pensions and the electricity bill all demand another code, another verification, another demonstration that one is not a robot attempting to settle one’s own heating account. The cumulative effect is a population that is less free, more thoroughly tracked, constantly interrupted, and still late because the parking application has crashed for want of a reliable signal in the street.
And yet, after all this, one may take comfort in the knowledge that one correctly identified the online traffic lights in a captcha grid and thereby proved, to the satisfaction of an unseen machine, that one is human. Progress, apparently, consists in repeatedly establishing this elementary fact to entities that themselves possess no humanity at all. Clive James might have observed that civilisation advances by increasing the number of things one must prove before one is permitted to live. On present evidence, he would not have been far wrong.