4 ms·
> 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 wit
by 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 agoWhen 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 agoAnd 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