4 ms·
Honestly LLMs aren’t ready for customer service. If I’m talking to a company I need to have a high degree of accuracy. LLMs are less accurate than trained hum
by bitmasher9 3y ago
Honestly LLMs aren’t ready for customer service. If I’m talking to a company I need to have a high degree of accuracy. LLMs are less accurate than trained humans.
- danpalmer 3y agoThis is my personal perception, but I think it's important that there is a clear definition of liability so that companies are able to make their own determinations of what is ready and what isn't.
- denton-scratch 3y agoMe: Chatbot, are you speaking for $COMPANY? Are you $COMPANY's agent? Can I take your statements as being $COMPANY's legal position? Chatbot: <waffle> Me: Please put me through to a person that can articulate $COMPANY's legal position. This conversation can serve no more purpose.
- dtjb 3y agoFew front-line agents have deep knowledge about their company's products or services. They trace their finger through some branches on a flowchart then dictate from a knowledgebase.
- pajamanaut 3y agoFlowcharts are reliable
- dtjb 3y agoAgreed, and I think following flowchart-type logic is within today's AI capabilities. This thread is full of people getting inaccurate responses from humans. I think when it comes to accuracy, a well-trained LLM likely beats the status quo of high-churn low-paid employees following a rote diagram. Of course there should always be a way to reach a human, a senior agent with actual knowledge that can be applied in subjective ways to solve more complex problems.