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I don’t understand how viable these helpdesk companies are anymore for non-enterprise customers. We replaced our helpdesk with Hermes. It has long term memory a
by theturtletalks 4mo ago
I don’t understand how viable these helpdesk companies are anymore for non-enterprise customers. We replaced our helpdesk with Hermes. It has long term memory about our business. When a customer messages us, Hermes gets all the relevant details about the customer and creates a Pi session using Gemma 4 running locally and customer talks to that agent. That agent can escalate that issue to Hermes and Hermes can escalate to us.
- dezgeg 4mo agoWhat does "long term memory" mean? It can write down notes from past/recent support requests? If so, that sounds like risk of one customer's data leaking to another.
- theturtletalks 4mo agoHermes has a character limit for its memory and it hasn’t saved customer info. SOTA models are pretty tight on not saving user data. We can also let the Pi session call the tool to get the customer data instead of Hermes.
- cadamsdotcom 4mo agoThis sounds incredible - do you have a writeup somewhere of what you did? I’d love to learn more!
- rtpg 4mo ago"This user is contacting us, and has previously contacted us about something, and we want records of this" is a basic need. > We replaced our helpdesk with Hermes You didn't just put a computer somewhere and have a customer go up and type on the computer right? You have surrounding infrastructure on that right? That is the value add.