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I'm not sure what you're referring to, since profitability wasn't a metric I used. I agree not all profitable things should exist, but increasing the availabili
by SpicyLemonZest 2y ago
I'm not sure what you're referring to, since profitability wasn't a metric I used. I agree not all profitable things should exist, but increasing the availability of customer support seems to me like a clearly good thing.
Perhaps you're thinking that profit-chasing is the only reason companies don't offer good customer support today? That's not accurate. Providing enough smart, well-resourced human beings to answer every question your customers can come up with is a huge operational challenge, unless your product is absolutely dead simple or you're small enough to make random employees help in their spare time.
- namaria 2y ago> I've seen a lot of value from deploying LLMs in things like first-line customer support, where a suggestion that works 60% of the time is plenty valuable Valuable to whom? How so? At that rate I would end my business with such a company. If you claim such a terrible level of costumer support is valuable, I question your judgement of value.
- SpicyLemonZest 2y agoValuable to customers, because it allows them to get instant advice that will often solve their problem. I strongly suspect that some companies you do business with have already integrated LLMs into their customer support workflow - it's very common these days.
- namaria 2y agoHard disagree on instant suggestions with 40% miss rate being valuable. I want support not half backed guesses.