4 ms·

1. What about customer service ? It's a large industry globally. LLMs are a good fit. 2. He measures the impact of chatGpt on writing and editing freelance job

by petra 3y ago

1. What about customer service ? It's a large industry globally. LLMs are a good fit. 2. He measures the impact of chatGpt on writing and editing freelance jobs 5 months after chatGpt's release.it was relatively small. That is probably just impatience.

jpc0 3y ago
> What about customer service ? It's a large industry globally. LLMs are a good fit. LLMs are probably an ok fit for first line customer service that deals with menial queries from users who just don't know how to use the product at all. For actually important customer service issues LLMs won't be useful. Effectively if a FAQ couldn't answer it for you an LLM wouldn't either. I know for sure if you give me LLM based customer service I'm going to stop being a customer pretty quickly since I have 0 appetite for hallucinations when I have an actual problem with your product I need resolved.
- petra 3y ago
  When building a customer service chatbot, retrieval augmented generation is most often used. It doesn't write sentences on their own but mostly find/combine paragraphs from given content, and offer links. That means they have low hallucination rate, maybe even approaching zero(but I'm not sure about that).
  - jpc0 3y ago
    And this is why I prefaced it's absolutely great for the first line. My issue is will the chatbot know that the thing I asked it cannot answer or is it going to keep spewing whatever it deems appropriate. Is it better than most humans, maybe, maybe not. I rarely contact customer support, asin once or twice in my life. The one time I got caught in autogenerated nonsense instead of getting to an actual human I started making plans to remove that company from my life. I'm yet to be convinced there is a way for an LLM to read what I complained about and being able to determine that request is above it's knowledge and needs to be escalated
drewcoo 3y ago
Customer service is its own industry?
Ekaros 3y ago
Proper self-service tools would be good. Like make cancelling subscriptions easy. Or actually reporting issues with proper follow up... But these would affect revenue so companies do not want to do them. And such they do not want LLMs to solve issues, unless the solution to talk customers in circles without solving their problems.

by petra 3y ago

jpc0 3y ago

> What about customer service ? It's a large industry globally. LLMs are a good fit. LLMs are probably an ok fit for first line customer service that deals with menial queries from users who just don't know how to use the product at all. For actually important customer service issues LLMs won't be useful. Effectively if a FAQ couldn't answer it for you an LLM wouldn't either. I know for sure if you give me LLM based customer service I'm going to stop being a customer pretty quickly since I have 0 appetite for hallucinations when I have an actual problem with your product I need resolved.

petra 3y ago
When building a customer service chatbot, retrieval augmented generation is most often used. It doesn't write sentences on their own but mostly find/combine paragraphs from given content, and offer links. That means they have low hallucination rate, maybe even approaching zero(but I'm not sure about that).
- jpc0 3y ago
  And this is why I prefaced it's absolutely great for the first line. My issue is will the chatbot know that the thing I asked it cannot answer or is it going to keep spewing whatever it deems appropriate. Is it better than most humans, maybe, maybe not. I rarely contact customer support, asin once or twice in my life. The one time I got caught in autogenerated nonsense instead of getting to an actual human I started making plans to remove that company from my life. I'm yet to be convinced there is a way for an LLM to read what I complained about and being able to determine that request is above it's knowledge and needs to be escalated

drewcoo 3y ago

Customer service is its own industry?

Ekaros 3y ago

Proper self-service tools would be good. Like make cancelling subscriptions easy. Or actually reporting issues with proper follow up... But these would affect revenue so companies do not want to do them. And such they do not want LLMs to solve issues, unless the solution to talk customers in circles without solving their problems.