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Thanks. 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 k

• raw_anon_1111 8mo ago
  My 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.