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Support has been automated for a while, LLMs just made it even less useful (and it wasn't very useful to begin with; for over a decade it's been a Byzantine l
by b00ty4breakfast 9mo ago
Support has been automated for a while, LLMs just made it even less useful (and it wasn't very useful to begin with; for over a decade it's been a Byzantine labyrinth of dead-ends, punji-pits and endless hours spent listening to smooth jazz).
- georgemcbay 9mo agoYup, the main goal of customer support for almost every Internet-based company for over a decade now is to just be so frustrating that you give up before you can reach an actual human (since that is the point where there is a real cost to the company in giving you that support). I'm not really sure LLMs have made it worse. They also haven't made it better, but it was already so awful that it just feels like a different flavor of awful.
- dejli 9mo agoThats not really the case here in Europe, where good vs bad support is often what separates companies that build a loyal customer base from those stuck with churn they cant control.