2 ms·

In this sense, LLMs don’t really change anything. The same person operating the tool will continue to be the same person in either case. I don't understand why

by dfxm12 1y ago

In this sense, LLMs don’t really change anything. The same person operating the tool will continue to be the same person in either case. I don't understand why more people don't get this. I've told everyone who will listen in my org that implementing LLM's isn't going to solve the problem of people wasting our time reaching out to us with questions that have already been answered in our KA system. If someone was going to type something into an LLM, they could have typed it into a search bar. People don't skip the documentation because they can't find it; they skip because they don't want to read! They want to bug a live a person (and make it their problem)! I was correct. Now we have a costly LLM implementation and have our time wasted with questions that are already answered.

stavros 1y ago
You put the LLM in the wrong place. Put it as the first tier of email reply, then the people reaching out to you will get their LLM reply and not bug you.
- bumby 1y ago
  I believe this is a prime example of platform decay (“enshittification”). This tends to make the customer experience worse to reduce the workload/increase profits for the company. At least with the current version of LLM chatbots, I’ve yet to call and get a satisfactory answer to any mildly nuanced problem. It tends to add a layer of needless frustration and delay before eventually linking me to a human anyway.
TeMPOraL 1y ago
You must be the org that operates this mysterious, legendary KB system that has any actual information in it. None of the KB systems I've ever encountered, from orgs big and small, reputable or otherwise, had in them any useful information whatsoever. It's all just bullshit, roundabout sales, and a lot of answers to questions no actual human being would ever ask. Whether or not to put LLM in the KB's search bar is immaterial. Myself, when I see a KA syste, I immediately close the tab and "bounce" back to the search engine. > People don't skip the documentation because they can't find it; they skip because they don't want to read! Yes, but also because they don't trust you to provide enough information to diagnose and solve their problem. There's no point wasting the time when experience tells you most customer-facing KBs are nothing but false hope and misleading headlines. > They want to bug a live a person (and make it their problem)!* Yes, but not because they hate that random support person - it's because it's the only remotely reliable way to solve the problem itself. Companies shouldn't complain, not after standardizing knowledgebases and phone menus, which are all implicitly and often explicitly designed to keep customers away from support staff - and instead of providing a solution, they're optimized to make the user think the solution exists somewhere and they're just too dumb to find it (therefore, user's own fault, not company's fault; customer's brand perception unaffected). As for making it the support person's problem - that's literally their job. That's what they're paid for.
- andelink 1y ago
  As a counter point, I’ve read through more than one knowledge base systems I found perfectly sufficient for answering my questions

by dfxm12 1y ago

stavros 1y ago

You put the LLM in the wrong place. Put it as the first tier of email reply, then the people reaching out to you will get their LLM reply and not bug you.

bumby 1y ago
I believe this is a prime example of platform decay (“enshittification”). This tends to make the customer experience worse to reduce the workload/increase profits for the company. At least with the current version of LLM chatbots, I’ve yet to call and get a satisfactory answer to any mildly nuanced problem. It tends to add a layer of needless frustration and delay before eventually linking me to a human anyway.

TeMPOraL 1y ago

You must be the org that operates this mysterious, legendary KB system that has any actual information in it. None of the KB systems I've ever encountered, from orgs big and small, reputable or otherwise, had in them any useful information whatsoever. It's all just bullshit, roundabout sales, and a lot of answers to questions no actual human being would ever ask. Whether or not to put LLM in the KB's search bar is immaterial. Myself, when I see a KA syste, I immediately close the tab and "bounce" back to the search engine. > People don't skip the documentation because they can't find it; they skip because they don't want to read! Yes, but also because they don't trust you to provide enough information to diagnose and solve their problem. There's no point wasting the time when experience tells you most customer-facing KBs are nothing but false hope and misleading headlines. > They want to bug a live a person (and make it their problem)!* Yes, but not because they hate that random support person - it's because it's the only remotely reliable way to solve the problem itself. Companies shouldn't complain, not after standardizing knowledgebases and phone menus, which are all implicitly and often explicitly designed to keep customers away from support staff - and instead of providing a solution, they're optimized to make the user think the solution exists somewhere and they're just too dumb to find it (therefore, user's own fault, not company's fault; customer's brand perception unaffected). As for making it the support person's problem - that's literally their job. That's what they're paid for.

andelink 1y ago
As a counter point, I’ve read through more than one knowledge base systems I found perfectly sufficient for answering my questions