2 ms·
As someone who has been involved with customer support (on the in-house tech side) the very vast majority of contacts to a CS team will be very inane or extreme
by Maxion 1y ago
As someone who has been involved with customer support (on the in-house tech side) the very vast majority of contacts to a CS team will be very inane or extremely inane. If you can automate away the lowest tier of support with LLMs you'll improve response times for not just the simple questions but also for the hard ones.
- wslh 1y agoI agree with that common pattern but even without [current] AI there were ways to automate/improve the lowest tier: very often I don't find my basic questions in the typical corporation's FAQ.
- zelphirkalt 1y agoI usually assume, that it is, because they do not want to answer those basic questions or want to hide the answers. For example some shop. No answer found in the FAQ how refunds work. Instant sus.
- pclmulqdq 1y agoI have had the problem with customer support that about 90% of the calls/chats I have placed should have been automated (on their side), and the remaining 10% needed escalation beyond the "customer service" escalation ladder. In America, sadly, that means one of two things: (1) you call a friend who works there or (2) you have your lawyer send a demand letter requesting something rather inane.