5 ms·

They are useful for customer service.

• joshmarinacci 2y ago
  When? I’ve used various customer service chat bots and they just point me to the knowledge base. They can’t take any actions. You have to talk to a human for that, and if I just wanted info I wouldn’t have contacted support in the first place.
  • conradfr 2y ago
    The vast majority of CS contacts don't require action, and are not through a chat bot. You don't even need to automate all the steps, an IA is perfectly capable of fetching the customer data, delivery info etc and write a decent reply, then a human agent can discard it, improve it or send it as written.
• rty32 2y ago
  Here is the thing. Most of the time I call customer service because the app/website does not provide the information or the ability to do certain things, and I need to talk to a human to get things explained or get something done. And more than a few times customer service agents don't know what they are doing or are just talking nonsense, and I need to escalate to a manager. You think you can trust an LLM to make decisions for something like resetting password or closing an account?