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Today, the typical customer support experience involves waiting for hours/days to get a response that is useless and/or wrong. LLM powered customer support soft
by gizmo 4y ago
Today, the typical customer support experience involves waiting for hours/days to get a response that is useless and/or wrong. LLM powered customer support software can be transformational, and this is just one example.
- smoldesu 4y agoLLM-powered customer support can also be useless and wrong. Even in an ideal case, you're still retaining some customer support employees and only displacing the pitifully-paid call-center workers that staff the current Chat-As-A-Service offerings. Until I see something like this rolled out with widespread success, I'm gonna doubt it. The second someone puts an AI agent on their website, it's a race to get the brand to endorse the most abhorrent thing possible. Then what?
- gizmo 4y agoYou don't want the LLM to be completely unsupervised. The goal is assistance, not the equivalent of full self-driving. It takes a few seconds for a support tech to approve a response that would take 15 minutes to compose by a human. That's where the value is. You automate the rote repetitive work so the interesting intelligent work remains.
- smoldesu 4y ago"The value" is in the self-driving part though. The support tech wants the good answer, not the part where they refresh ChatGPT 3 times because the output is unintelligible. If you're going to pay a human to do the job either way, I'd bet that a skilled technician out-performs an AI model operated by a classifier employee.