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I mentioned in another reply that I built call centers during and after my time at AWS for organizations (Amazon Connect), I assure you that the human you get o
by raw_anon_1111 9mo ago
I mentioned in another reply that I built call centers during and after my time at AWS for organizations (Amazon Connect), I assure you that the human you get online is no more knowledgeable than the chatbot. Even before AI they were using a knowledge base. Now services like Amazon Q for Connect automatically displays KB answers to the agents based on the conversation you are having with the human agent.
- chrisjj 9mo agoThanks. Difference is, before, the human used domain knowledge to convert customer question into KB query. Now, that's done by "AI", so human needs no domain knowledge, nothing but the ability to perform the text-to-speech.
- raw_anon_1111 9mo agoMy wife worked for Verizon soon after we got married as a CSR and I’ve witnessed first hand how they train CSRs at companies, the training is light and the turnover rate is high with the exception of people like 911 operators and they have workflows based on the type of call. Human CSRs are very much “automated”, scripted and get very little leeway to veer from the scripts. Besides struggling with speech to text more than you are use to even with Siri because of the inherent limitation of the bandwidth that is used to delivery your voice over phone lines, there is no reason a well designed LLM based system couldn’t do as well. But in my experience, there are a lot of people who specialize in call centers that don’t have a development background.