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.

You don't have to use the platform.

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.

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

Probably not if you factor in the inefficiency of human digestion and wages.

Unless I want to access customer service...

is this something that happens a lot or did you tell this story before, because I'm getting deja vu

Amen to that

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.

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.

Tell me you know nothing about contract law without telling me you know nothing about contract law.

It wasn't the $700 dude you have to know that.

You've heard of Early Adopters

Now get ready for Early Abandoners.

See thats just it, the AI doesn't know either it just repeats things which approximate those that have been said before.

If it has any power to make changes to your account then its going to be mistakenly turning peoples services on or off, leaking details, etc.

Ever sat in a boardroom? I have.

Decisions are not made based on proper market/business analysis, they are made knee-jerk by overprivileged idiots.

An example of this was when one of the companies I worked where I was in charge of all the online training.

Then the big fat morons who invested came into the boardroom, instructed us to change all of our training to Flash clips... Because he also had a financial interest in Macromedia.

We ended up losing massive business partners and investment firms (e: we made extremely industrial strength financial planning software). Because a huge part of it was being able to provide consistent, usable training material. The company was later purchased for a song and dance. Then shut down.

What? This isn't the only way to reach support, it's just one of many options for these companies. Just use email or whatever support form is on the website.

I had a shipment from Amazon recently with an order that was supposed to include 3 items but actually only had 2 of them. Amazon marked all 3 of my items as delivered. So I got on the web site to report it and there is no longer any direct way to report it. I ended up having to go thru 2 separate chatbots to get a replacement sent. Ended up wasting 10 minutes to report a problem that should have taken 10 seconds.

That is on purpose they want it to be as difficult as possible.

I'm aware. The idea is it had to escalate for him to get to the point of suing them. If they'd just eaten the cost, it most likely wouldn't have gone to court or come to light. Was my comment reductive? Sure.. but that was the point.