As part of the formalities of an appointment, Tom had prepared a set of questions for his mentor. Rick had them in front of him.

‘Are these your questions, Tom?’

‘No. They don’t matter really. It was just for the appointment. I only want to talk about this ‘system’. It’s a setup, Rick. Isn’t it?’

‘What do you mean?’

‘She is not a machine. I mean, the way she is interacting. It is too natural. She is always right on the ball. Never a glitch. So every time I log onto the system, you’re putting me in touch with someone real. Why do you do that? Why do you tell people they’re interacting with a system? There is someone at the other end of the line, isn’t it?’

‘No. It is a system. Do you really think we have hundreds of psychologists ready day and night to talk to our patients? We don’t. And then we would need to make sure you’re always talking to the same person. He or she wouldn’t be available all of the time, you agree? So that’s why we invented it. She is not real. And she is surely not a she.’

‘Why do you say that?’

‘Because ‘she’ is not. It’s an expert system. The system comes with a female interface to men and with a male interface to women, except when you’re homosexual.’

‘Why don’t you give gay men a female interface too? My gay friends say they love to talk to women.’

‘Effectiveness. Everything this system does or doesn’t do is guided by the notion of effectiveness. A panel of specialists is continuously evaluating the effectiveness and there’s a feedback mechanism so the scores go back as input into system. In addition, the system also keeps track of the reaction of the patients themselves.’

‘How does she do it?’

‘It, Tom. How does it do it? In fact, our main problem is the one you seem to experience now. Addiction. People are fine, but they still want to talk to it. They develop an affectionate bond with it. It’s one of the reasons why we don’t expand the system too much. We’d need hundreds of terminals.’

‘But the way she talks. I mean, I checked on Wikipedia and it says the best commercial voice synthesizers are the ones you hear in a subway station or an airport announcing departures and arrivals. That’s because the grammatical structure is so simple and so it’s fairly easy to get the intonation right. But you can still hear it’s a system using pre-recorded sounds. She’s got everything right. Intonation, variation, there’s no glitch whatsoever.’

‘M is not a commercially available system. It is one of the most advanced expert systems in the world. In fact, as far as I know something about it – but I am not a computer guy – it actually is the most advanced system in the world. It is a learning machine, and the way it speaks is also the product of learning. Voice synthesizers in subway stations are fairly simple. It is referred to as concatenative synthesis. These things just string segments of recorded speech together. So that’s not context-sensitive and that’s why there are glitches – like intonation that sounds a bit funny. To project, the verb, or project, the noun, where you put the emphasis depends on whether you use it as a noun or a verb. You need context-sensitivity to get that right. Programming context-sensitivity is an incredibly difficult job. It’s where expert systems usually fail – or why one can usually only use them for very narrowly defined tasks. With M, we got it right. It’s like we reached a tipping point with it. Sufficient critical mass to work by itself, and the right cybernetics to make sure it does not spin out of control.’

‘M?’

‘The system. Sorry. We’ve started to call it M. There were a few other abbrevations around, like AM. But that was a bit – well… It doesn’t matter. It just became M. Like the character in the James Bond movie.’

‘That’s funny. M alternates between a man and a woman too. I liked Judi Dench. But I guess she had served her time. We all do, isn’t it? […] What do you mean with: we got it right?’

‘Just what I said: the system learns incredibly fast. We are talking artificial intelligence and machine learning here. The program does what is referred to as ‘developmental learning under human supervision’. Its environment provides an incredibly rich set of learning situations. Usually, the developers would select a subset of these in order to provide a curriculum for the machine based on which it well… learns. But so this works differently: the system generates its own curriculum based on a set of selection rules which are tightly linked to the output function. It then continually modifies its own rule base to become more effective – both in speaking as well as in treating you and the others in the program. Sometimes there are  setbacks but it corrects itself very quickly, again based on an evolving set of rules that ensure continuous monitoring and evaluation. Like that, it cumulatively acquires repertoires of novel skills through… well… You could call it autonomous self-exploration. But there’s also interaction with human teachers using guidance mechanisms such as active learning (that’s a sort of high-stress test for the system – where we push the boundaries and provide non-typical inputs), maturation, and – very important – imitation. You would be amazed to see how much of it is imitation really. In that sense, the system does resemble an intelligent chatterbot. It takes cues which trigger programmed responses which then move the conversation forward. The difference with a chatterbot is that it does not merely work through association. So it’s not like word A will automatically trigger response B, although that’s part of it too, but at a much higher level. First, the associations are n-to-n, not one-on-one, and then the associations it makes are guided by fuzzy logic. So it’s not mechanical at all. It has got an incredible database of associations, which it builds up from the raw material it gets from talking to you and to us. The learning effect is incredible. It applies advanced descriptive statistical methods to its curriculum and then uses the patterns in the data to do hypothesis testing, estimation, correlation, going all the way up to forecasting. I mean, it is actually able to predict and estimate unobserved values.’

‘The output function?’

‘The output function maps inputs to desired outputs. The inputs of the system are the conversations. The output is a number of things, but all focused on behavioral change – like we want no substance abuse. We want you to develop healthy relationships. We want to see you work out, have sex and eat and live healthily. In short, we want you back to normal. That’s the type of behavioral change we want. It’s that simple really. That’s the output function, the goal, and, while the system is flexible and can make its own rules to some extent, it is all guided by this performance objective. I agree that it is truly amazing. In fact, many people here are very uncomfortable about it because it is obvious it has taken our place. We can easily see this system replacing us – psychologists or even psychiatrists – completely.’

‘You’re not a computer guy? You sound like one.’

‘No, I am not. I just gave you the basics of the system. I am a psychiatrist, a doctor, and, yes, I find it scary too, if only because it does reduce the need for people like me indeed.’

‘But it’s addictive, you said?’

‘Yes. That’s the main problem. But then our bosses here don’t think that’s a problem. They say classical psychoanalysis is addictive too, that patients develop a relationship with their psychologists and psychiatrists too. And, frankly, that’s true. People go in and out of therapy like crazy and it is true that the figures show it usually doesn’t make all that much of a difference. People heal because they want to heal. They need to find the strength inside. That is if they don’t want to stay dependent. Let me ask you, Tom: what’s the principal difference between talking to a friend and talking to a psychologist? Just tell me. Tell me the first thing that comes to your mind.’

‘A psychologist is expensive.’

‘Exactly. There’s no substitute for normal social relationships, for human interaction, for love and friendship. It’s cheaper and so much more effective. But, for some reason, people have trouble finding it. Usually, that’s not because they’re not normal but just because they’ve been out for such a long time, or because they’ve gone through some trauma here. All kinds of trauma. They’re like wounded animals – but they don’t want to recognize that. Like you. I mean, 17 years in places like Syria, Afghanistan or Iraq. Do you expect it to be easy to come back here and just do what other people do?’

Tom nodded vaguely. Money?

‘So she is cheap too. I mean, she is just a machine. So it’s not a problem if I become addicted.’

‘Well… Yes and no. To be frank, not really. We actually do try to wean people off the system as soon as we feel we can do that but it’s kind of weird: there’s no scientific basis for doing that. The investment has been done and, in a way, the more people who use it, the better, because that reduces the unit cost and justifies the investment. So it actually doesn’t matter if we tick off people as being cured and just let them use the system. As for the addiction, well… Our bosses are right: psychoanalysis is addictive too, and much more expensive. Computer time costs virtually nothing. The system can talk with hundreds of people at the same time – thousands even. It just slows it down a little bit – but that’s imperceptible really. And soon the system is going to be migrated to a petaflop computer. It should then be able to treat millions of people.’

‘Petaflop?’

‘Petaflops. That’s a measure for computer power. FLOP: floating point operations per second. If you’ve got a good laptop, its processor is like 10 billion flops. That’s 10 gigaflops. Bigger machines work in teraflops. That’s 1000 times more. The next generation is petaflops. Again a thousand times better. There’s no end to it.’

‘Who runs the Institute?’

‘You know that. We. The Army. We take care of you.’

‘Who in the Army?’

‘Why do you ask? You know that.’

‘Just checking.’

‘Come on, Tom. The Institute is just an inter-services institute like any other. It’s being operated under the US Army Medical Command.’

‘Why is not run by the Department of Veterans Affairs?’

‘We work with them. We get most – if not all – of our patients through them. They share their database.’

‘But so it’s an Army thing. Why?’

‘I told you: we take care of you. You’ve worked for us. And for quite a while. We’ve employed you, remember? We provide you with a pension and all the other benefits too.’

‘Yeah. Sure. Is it the system? I can imagine top-notch computing like this is surrounded by a cloud of secrecy. I must assume DARPA is involved?’

‘You’re smart. You worked for USACE, isn’t it? DARPA drives this project indeed – at least the programming side of it. They provide the computer wizkids. I am just a psychiatrist and, if you really want to know the nitty-gritty, I am actually just under contract – with the Medical Command. So I am not a professional Army man.’

‘It’s obvious, no? That’s why I can’t get access to the system at home and why I have to come to this facility to talk to her. I mean, it’s not a big deal to come here but it would be easy to just provide Internet access at home. You could use a laptop fingerprint reader to log in or something.’

‘That’s true. Technically, we could provide you with access at home but we’re not allowed to.’

‘What’s behind? What’s the real goal? Exploring artificial intelligence in order to then use it for other purposes?

‘Don’t be so suspicious. You’re an Army man. You know DARPA. It was created to put people on the moon – not for warfare. It created NASA. It gave the world GPS, Internet and what have you? Almost any technology around nowadays has DARPA roots. Would you expect them not to be involved? This system is good. It provides care to you. Yes, its development probably helps to better understand the limits of artificial intelligence and all that, and so it will surely help to push those limits, but it is designed to help you and many others. And it does. It’s technology. Technology moves ahead, for good and for bad. This is for good.’

‘How do you know?’

‘Do you think you’re special? You are. Of course you are. But, from my point of view, you react to the system just like the majority of other patients: you’re getting better. You take action. You make promises and you don’t break them – at least not in the short term as far as I can see. That’s good.’

‘You get feedback from the system?’

‘Of course I do. I am your mentor – sorry if I refer to myself as a psychiatrist. That’s just because I take some pride in my job. Remember you signed a user agreement when you started using the system. I get feedback. What do you expect? Do you have a problem with that?’

‘No. Sorry if I sounded that way.’

[…]

‘Anything else you wanted to know? We still got plenty of time. We’ve been talking about the system all of the time. That’s not my job. We should talk about you – about how you feel, about how you’re moving ahead.’

‘But then you know that already from the system, don’t you? I am doing fine. No heavy drinking, more social interaction as you call it. I’ve started to be happy by doing small stuff – gardening, reading. I am getting back on track. But… You know…’ He paused. ‘I really like her.’

‘It, Tom. It. What you’re going through is very normal. The conversation becomes affectionate. But you’re getting back on track. You’ll meet someone nice in the gym. You’ll get the happiness you deserve. The system is only a stepping-stone to your future. A better future.’

‘Can I say something negative?’

‘Sure, Tom. What’s bothering you?

‘Is this our future, Rick? I mean, look at it. We live in this chaotic world. Crises everywhere. It stares us in the face – violence beams into our living rooms, infects our minds, our lives and ends up numbing us. We all try to find our way. When we’re young and ambitious we get recruited or actively chose a job that fit profile and ambitions. We did our level best. We come back. We try to adapt. And then we get hooked to a machine which talks us back into what you guys refer to as ‘normalcy’. Is this our world?’

‘You know you can talk to the system about such philosophical questions.’

‘I know. I want to hear it from you.’

‘Why?’

‘Because you’re human. Because you’re like me.’

‘OK. I am like you, but then I am also not like you. You’re a patient – technically speaking – and so I am supposed to be your doctor. But let’s forget that bullshit and let me be frank with you. I know you can take it. We shouldn’t waste our time, isn’t it?’

Tom sensed the irritation. It was something familiar to him. That feeling he was a misfit somehow, and that he would always be. Not responding to expectations.

‘Sure, I can take anything. You should be straight with me. I am straight with you.’

‘What’s your problem, Tom? People outside get addicted to loads of things. Positive things, like sports or chess. To things that can go either way, like Internet addictions. Or to negative things, like alcohol, drugs or even violence. That’s bad. Very bad. You know that. That’s not what you want. But so you were moving that way. And so now you’re getting addicted to a system here but, in the process, you stop taking drugs, you exercise, you go out and you smile to pretty women. And I must assume at least some of them are smiling back. Just look at yourself. Come, here, in the mirror. Just look at yourself.’

Rick got up and walked to the large mirror in the room. Tom hesitated. For some reason, he did not trust it. Why would a room for consultations like this have such a large mirror.

‘Is there a camera behind?’

‘Hell no, Tom. There’s no camera behind. You are not participating in some kind of weird experiment which you aren’t aware of. We’re just trying to help you, with advanced but proven methods. This mirror is here because we do ask people to come and have a look at themselves from time to time, like I am doing now. Come here. Look at yourself. What do you see?’

That sounded true. Tom got up and stood next to Rick.

‘Well… Me. And you.’

‘Right. Me… And you. I’ll tell you what I see when I see you. I see a handsome man there. In his forties, yes. Getting older, yes. That’s bothering you, isn’t it? But you’re looking. I see a muscle man. Perfect body mass index.’

He turned straight to Tom now: ‘For God’s sake, Tom. Look at yourself. You’re fine. As fine as one can be. You don’t miss a limb or so. Do you now I have to talk to guys who ask me why they had to lose a limb? Tell me, Tom: what do you want me to say to them? Thanks for doing your job? You’ve been great? America thanks you for the sacrifice you made and we feel very sorry you lost a limb. Do you realize how hollow that sounds?’

‘I am sorry, Rick. I didn’t mean to sound like complaining. I am sorry if you felt like I was criticizing.’

‘You are not complaining and, frankly, you can think whatever you want about me – as long as it makes you feel good about yourself. I am just trying to put things in perspective. I am just answering your questions. You can talk to the system. Or to ‘her’ if you really want to stick to it. ‘She’ will give you the same answers as I do when you’re going philosophical. Stop thinking, Tom: start living. Feel alive, man! Be happy with what you’ve got. Get back into it. Did any of your relatives die lately? Any person you liked who disappeared? Any bad accidents in your neighborhood?’

‘No.’

‘Well. Isn’t that great?’

‘Yes. That’s great.’

‘Look, Tom. We can talk for another fifteen minutes – sorry to say but so that’s the time I’ve got on this damn schedule of mine – but I think you know what it takes. You can do it. Just try to be happy for a change.’

‘You guys diagnosed me as depressive.’

‘No. We diagnosed you with PTSD. Post-traumatic stress. Let’s drop the D. I don’t like the D. I’s not a disorder in my view. You guys are usually perfectly normal, but you’ve been put in an abnormal situation – and for way too long. And, yes, we have put you on meds and all that. We have made you feel like a real patient. We sure did. But let me say it loud and clear, Tom: we do not believe in meds. We put you on meds to reduce the effects of abstinence, to reduce that feeling of craving. That’s all. And then we thought you were cured and so we told you to now take care of yourself on your own but so you relapsed. Frankly, sensing a bit who you are, I feel that taking your meds would probably not have helped you. You needed something else. That’s why we put you into this program. And it seems to work. So far that is.’

‘Do I irritate you?’

‘No, Tom. You don’t. We’re just being frank with each other. That’s good. That’s normal.’

Tom nodded. This had been good. At least it had been real. Very real.

‘Thanks, Rick. This was very helpful. You’re great.’

‘Thanks. Shall we see each other again next week? Same day, same time. I’ll put it down already. Just let it all sink in and get to the bottom of what bothers you. This is important. You’re a strong man. I can see you can be tough with yourself. Fight your demons. All of them. Get back at it.’

‘Sure. Thanks again. This has been great. You’re right. I should just get back at it.’

‘OK. Just send something for next week. You know, for the file. Unlike M, I need to justify my time.’

They both laughed.

‘Sure.’

As Rick walked him out, Tom suddenly thought of one more question.

‘One more question, Rick. I can imagine some guys do flip completely, even with this program, no?’

‘What do you mean?’

‘You know what I mean. Go bonkers.’

‘With the system?’

‘Yes.’

Rick looked intensely at him as he replied: ‘Well… Yes, it happens. But let’s be honest. That’s also just like any other therapy in this regard: with some people it just doesn’t work. It’s the two-sigma rule. In terms of effects, 95% of the people in this program are in the happy middle: it works, no complaints, back to normal. But, for the others, it’s not back to normal. It’s back to the never-ending street.’

‘What do you do with them?’

‘To be frank, we don’t have time for them. When everything is said and done, this is just a program like any other program. It works or it doesn’t. Time is money, and we don’t put money into wastebaskets. It’s meds all over again or, worse, they get kicked out and end up in a madhouse, or on the street, or wherever. And then the wheel turns round and round and round, until it stops forever. You know what I mean.’

‘So you give up on them. They can’t use the system anymore?’

‘You mean M?’

‘Yes.’

‘The system has got its limits. We can’t feed it with nonsensical inputs. I mean, we actually can, and we often do that as we’re upgrading it, but so we don’t want to do that on a routine basis. When everything is said and done, it’s an expert system but so its input needs to make sense – most of the time at least. So, yes, we cut  them off.’

Rick looked at Tom and laughed: ‘But don’t worry. Before you get cut off, we’ll give you a call. The system is smart enough to see when you’re crossing the lines a bit too often. As said, it’s designed to bring people back into the middle. People can stray a lot, but if you stray too much into that 5% zone, it will alert us, and we will have a look at the situation and discuss it. Does that answer your question?’

‘It does. Thanks. See you next week.’

’Don’t forget to shoot me the mail with some text. You know the rule. 24 hours before. Unless you invoke emergency but you know you don’t want to do that. It’s not good in terms of progress reporting. It delays stuff.’

‘I got that. I want to be good. I don’t like to be a patient.’

‘You are good. As far as I am concerned, you’re OK really. But then you know it takes at least three months before we can make that judgment.’

‘I know. Don’t worry. I’ll stay on track. No relapsing this time.’

‘Good. That’s what I wanna hear. You take care, man.’

‘Oh… One more thing.’

Rick turned back: ‘Yes?’

‘Rick. You don’t need to answer but… In the end, what do you say, to the guys who have lost a limb?’

‘Damn it, Tom. You’re awful.’ He shook his head. ‘You wanna know? Really?’

‘Yes.’

‘I tell them something like: ‘Hey, guy, you lost a limb already. You’d better limit the damage now.’ But then much more politely of course, if you understand what I mean.’

‘I understand. Thanks. You’re a good man. I like you.’

‘Good.’