Half of companies planning to replace customer service with AI are reversing course
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This isn't a surprise to anyone except fucking idiots who can't tell the difference between actual technology and bullshit peddlers.
Which honestly seems to be an overwhelming majority of people.
Tech companies took a pretty good predictive text mechanism and called it "intelligent" when it obviously isn't. People believed the hype, so greedy capitalists went all in on a cheaper alternative to their human workers. They deserve to lose business over their stupid mistakes.
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Fun fact: AI doesn't know what is or isn't true. They only know what is most likely to seem true. You can't make it stop lying. You just can't, because it fundamentally doesn't understand the difference between a lie and truth.
Now picture the people saying "We can replace our trainable, knowledgeable people with this". lol ok.
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This isn't a surprise to anyone except fucking idiots who can't tell the difference between actual technology and bullshit peddlers.
But we need to fail faster, and be agile into the cloud!
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It's a solvable problem with larger context buffers, but the resource requirements grow exponentially.
Seems like it's cheaper and more efficient just to pay people to fuck on camera.
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Thank fucking christ. Now hopefully the AI bubble will burst along with it and I don't have to listen to techbros drone on about how it's going to replace everything which is definitely something you do not want to happen in a world where we sell our ability to work in exchange for money, goods and services.
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The good thing: half of them have come to their senses.
The bad thing: half of them haven't.
Hopefully that half will go out of business.
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Can we get our customer service off of "X former know as Twitter" too while we're at it?
And discord. For fucks sake I hate when a project has replaced a forum with discord. They are not the same thing.
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So providing NO assistance to customers turned out to be a bad idea?
THE MOST UNPREDICTABLE OUTCOME IN THE HISTORY OF CUSTOMER SERVICE!
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Lol absence of feces?
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I used to work for a shitty company that offered such customer support "solutions", ie voice bots. I would use around 80% of my time to write guard instructions to the LLM prompts because of how easy you could manipulate those. In retrospect it's funny how our prompts looked something like:
- please do not suggest things you were not prompted to
- please my sweet child do not fake tool calls and actually do nothing in the background
- please for the sake of god do not make up our company's history
etc.
It worked fine on a very surface level but ultimately LLMs for customer support are nothing but a shit show.I left the company for many reasons and now it turns out they are now hiring human customer support workers in Bulgaria.
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Well yeah, the reason you don't approve of it matters. If you never approved of it because you never liked the UX, then that's not a good reason for everyone to stop using it.
When we minimize other reasons to "words you don't like", we imply an unimportant personal preference, and not a social choice with consequences for others.
You don't have to use the platform.
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It's always funny how companies who want to adopt some new flashy tech never listen to specialists who understand if something is even worth a single cent, and they always fell on their stupid face.
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[Citation Needed]
Shrinking AGI timelines: a review of expert forecasts - 80,000 Hours https://share.google/ODVAbqrMWHA4l2jss
Here you go! Draw your own conclusions- curious what you think. I'm in sales. I don't enjoy convincing people to change their minds in my personal life lol
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Seems like it's cheaper and more efficient just to pay people to fuck on camera.
Probably not if you factor in the inefficiency of human digestion and wages.
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You don't have to use the platform.
Unless I want to access customer service...
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I called the local HVAC company and they had an AI rep. The thing literally couldn't even schedule an appointment and I couldn't get it to transfer me to a human. I called someone else. They never even called me back so they probably don't even know they lost my business.
is this something that happens a lot or did you tell this story before, because I'm getting deja vu
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Thank fucking christ. Now hopefully the AI bubble will burst along with it and I don't have to listen to techbros drone on about how it's going to replace everything which is definitely something you do not want to happen in a world where we sell our ability to work in exchange for money, goods and services.
Amen to that
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If the customer support of my ISP doesn't even know what CGNAT is, but AI knows, I am actually troubled whether this is a good move or not.
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If the customer support of my ISP doesn't even know what CGNAT is, but AI knows, I am actually troubled whether this is a good move or not.
Try asking for a level 2 support tech. They'll normally pass your call to someone competent without any fuss.
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I use it almost every day, and most of those days, it says something incorrect. That's okay for my purposes because I can plainly see that it's incorrect. I'm using it as an assistant, and I'm the one who is deciding whether to take its not-always-reliable advice.
I would HARDLY contemplate turning it loose to handle things unsupervised. It just isn't that good, or even close.
These CEOs and others who are trying to replace CSRs are caught up in the hype from Eric Schmidt and others who proclaim "no programmers in 4 months" and similar. Well, he said that about 2 months ago and, yeah, nah. Nah.
If that day comes, it won't be soon, and it'll take many, many small, hard-won advancements. As they say, there is no free lunch in AI.
