3 ms·
I just had my first experience with a customer service LLM. I needed to get my account details changed, and for that I needed to use the customer support chat.
by torginus 1y ago
I just had my first experience with a customer service LLM. I needed to get my account details changed, and for that I needed to use the customer support chat.
The LLM told me what sort of information they need, and what is the process, after which I followed through the whole thing.
After I went through the whole thing it reassured me everything is in order, and my request is being processed.
For two weeks, nothing happened, I emailed the (human) support staff, and they responded to me, that they can see no such request in their system, turns out the LLM hallucinated the entire customer flow and was just spewing BS at me.
- exe34 1y agoThat's why I take screenshots of anything that I don't get an email confirmation for.
- ttctciyf 1y agoThere really should be some comeback for this type of enshAItification. We're supposed to think "oh it's an LLM, well, that's ok then"? A question we'll be asking more frequently as time goes on, I suspect.
- dotancohen 1y agoThis is reason number two why I always request the service ticket number. Reason number one being that when the rep feels you are going to hold them accountable to the point of requesting such a number, you might not be the type of client to pull shenanigans with. Maybe they suspect me of being a cooperate QC agent? Either way, requesting such a number demonstrably reduces friction.
- koakuma-chan 1y agoYou basically have to always use tool_choice="required" or the LLM will derail
- thatjoeoverthr 1y agoThe LLM is a smoke bomb they shot in your face :)
- scarface_74 1y agoThat has nothing to do with sn LLM. Any chah based system whether LLM or not is going to interpret the human input and convert it to a standardized request for backend processing. This is just a badly written system.