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Reality: they only have 1 agent. There has been a major shift to using chat bots and knowledge bases to reduce the demand on human agents. This allows companie
by donalhunt 3y ago
Reality: they only have 1 agent.
There has been a major shift to using chat bots and knowledge bases to reduce the demand on human agents. This allows companies to reduce staffing costs considerably. Less staff, less management.
Unfortunately, there seems to be minimal investment in analysing the user experience over time. Few companies update their bot when there are known issues impacting their service (like they would for phone IVRs).
- a_bonobo 3y agoI heard a talk about 2 weeks ago from a law person who mentioned that of all the money ChatGPT is making for companies, the number one driver is savings due from customer support. ChatGPT is not pushing is towards AGI, it's only pushing Doctorow's enshittification.
- jzombie 3y agoAs an AI language model, I don't have real-time information on specific events or talks that have taken place after my knowledge cutoff in September 2021. However, I can provide some general insights based on the information available up until that time.