I am totally looking forward to AI customer support. The current model of a person reading a scripted response is painful and fucking awful and only rarely leads to a good resolution. I would LOVE an AI support where I could just describe the problem and it gives me answers and it only asks relevant follow up questions. I can’t wait.
They’re already deployed and they’re less than helpful, because LLMs are bullshitting machines.
I already use LLMs to problem solve issues that I’m having and they’re typically better than me punching questions into Google. I admit that I’ve once had an llm hallucinate while it was trying to solve a problem for me, but the vast majority of the time it has been quite helpful. That’s been my experience at least. YMMV.
If you think LLMs suck, I’m guessing you haven’t actually used telephone tech support in the past 10 years. That’s a version of hell I wish on very few people.
If you think LLMs suck, I’m guessing you haven’t actually used telephone tech support in the past 10 years. That’s a version of hell I wish on very few people.
I’m specifically claiming that they’re bullshit machines. i.e. they’re generating synthetic text without context or understanding. My experience with search engines and telephone support is way better than what any LLM fed me.
There have already been cases where phone operators where replaced with LLMs which gave dangerops advice to anorexig patients.
If all you want is something trivial that’s been done by enough people beforehand, it’s no surprise that something approaching correct gets parroted back at you.
The script doesn’t go away when you replace a helpdesk operator with ChatGPT. You just get a script-reading interface without empathy and a severally hindered ability to process novel issues outside it’s protocol.
The humans you speak to could do exactly what you’re asking for, if the business did not handcuff them to a script.
The script doesn’t go away when you replace a helpdesk operator with ChatGPT. You just get a script-reading interface without empathy and a severally hindered ability to process novel issues outside it’s protocol.
The humans you speak to could do exactly what you’re asking for, if the business did not handcuff them to a script.
But they do handcuff them to a script… at least 1st and 2nd level tech support. That’s the point. It’s so fucking awful. It’s a barrier to keep you from the more highly paid tech support people who may actually be able to answer your questions. First you have to wait on hold to make sure you think it’s worth wasting their time on your annoying problem, THEN it’s a maze you have to navigate, and then whoops you just got hung up on… so sorry, start all over! LLMs are (can be) so much better at this!
