3 ms·
Call center workers are going to be hit very hard by AI. Especially if the company can convert a lot of requests to text chat. GPT-4 and even GPT-3.5 can handle
by ilaksh 3y ago
Call center workers are going to be hit very hard by AI. Especially if the company can convert a lot of requests to text chat. GPT-4 and even GPT-3.5 can handle almost anything routine related to servicing many types of accounts, especially now with the new function calling.
Also Whisper and especially Eleven Labs can be very good at realistic speech/understanding. Although maybe a bit slow still if waiting for GPT-4.
And I bet Falcon-40b can be tuned to handle a ton of call center (or chat-based customer service) requests.
- toss1 3y agoYes. I already use GPT-4 to replace support for a 3D CAD system I use, since it is usually takes a significant time & effort to get through to tech support, and this often provides very good answers (up to 2021). I think the best solution would be for them to train and implement a version of GPT-4 or similarly capable LLM on all of their documentation and support logs, then keep the live users to handle the issues where the LLM fails and to continue training it on new info. (But of course, management will likely just dump the people before it is even time, as with the examples in the article, following the ensittification principle of monetization of evertyhing. Seems like that was missed in the Ferengi Rules of Acquisition.)