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Agreed. Consider how much you pay monthly for the service. Then consider how much time would a customer support agent have to spend to help you out and how muc

Agreed. Consider how much you pay monthly for the service. Then consider how much time would a customer support agent have to spend to help you out and how much money it would cost. To time spent, add in training time, training costs and to always have 100% capacity, the downtime costs as well. Humans cost a lot. And if you want creative, passionate humans who would be willing to go off script, you'd have to pay them a lot more, and likely they wouldn't last long at this job even then.

nmstoker 2y ago
Isn't the issue that even the scripts aren't up to scratch. A chatbot that had the nuances correctly distinguished would not be a concern but it's because the script is not well put together and most likely poorly applied with a bot that it's so painful.
- mewpmewp2 2y ago
  The chatbot that is used in the OPs conversation likely just does keyword matching and responding with hardcoded messages. It's not even an LLM. You can't really get much further with this type of thing. LLM can potentially get you further.
mcny 2y ago
The obvious solution though is to fix the product/service so people don't have to talk to customer support (pit of success, yada yada). This is an iterative process and requires people who form a cross-functional team willing to speak up. I don't see how it is possible in an assembly line kind of environment but for small teams, I am sure it is doable?
- mewpmewp2 2y ago
  > The obvious solution though is to fix the product/service Sure, but that's not really the topic, and without discussing the exact details we wouldn't be able to evaluate how easy it exactly is, because there's always things that could go wrong.
- deleted 2y ago
  [deleted]
- hombre_fatal 2y ago
  > The obvious solution though is to fix the product/service so people don't have to talk to customer support This is a naive model of why customers call for support that I used to also hold before I had to deal with customers. I've helped my dad with customer service for a technical product he sells online and there really is nothing you can put in a one-page manual and there's no perfect UI that stops people from calling to waste your time if you make yourself too available. Though working in Target over a summer was all it took to dispel the myth. Almost every question involved me going (in my head) "Not sure why you need me to do this, but okay, let's read the back of the packaging together so I can answer your question having also never encountered this product in my life."

nmstoker 2y ago

Isn't the issue that even the scripts aren't up to scratch. A chatbot that had the nuances correctly distinguished would not be a concern but it's because the script is not well put together and most likely poorly applied with a bot that it's so painful.

mewpmewp2 2y ago
The chatbot that is used in the OPs conversation likely just does keyword matching and responding with hardcoded messages. It's not even an LLM. You can't really get much further with this type of thing. LLM can potentially get you further.

mcny 2y ago

The obvious solution though is to fix the product/service so people don't have to talk to customer support (pit of success, yada yada). This is an iterative process and requires people who form a cross-functional team willing to speak up. I don't see how it is possible in an assembly line kind of environment but for small teams, I am sure it is doable?

mewpmewp2 2y ago
> The obvious solution though is to fix the product/service Sure, but that's not really the topic, and without discussing the exact details we wouldn't be able to evaluate how easy it exactly is, because there's always things that could go wrong.
deleted 2y ago
[deleted]
hombre_fatal 2y ago
> The obvious solution though is to fix the product/service so people don't have to talk to customer support This is a naive model of why customers call for support that I used to also hold before I had to deal with customers. I've helped my dad with customer service for a technical product he sells online and there really is nothing you can put in a one-page manual and there's no perfect UI that stops people from calling to waste your time if you make yourself too available. Though working in Target over a summer was all it took to dispel the myth. Almost every question involved me going (in my head) "Not sure why you need me to do this, but okay, let's read the back of the packaging together so I can answer your question having also never encountered this product in my life."