In my experience the AI assistant is just trained on the information available on the firm’s website.
In 2024 I never just call a company expecting to be able to be assisted by a person. It’s always quicker and easier to figure out how to interact with said company online. The only times you call are when it’s not possible to resolve your query by interacting with them online.
That being the case, the entire purpose of the AI in this case is just to make it less convenient to call them. “Have you tried to resolve your issue online? Are you really sure about that? Maybe I could paraphrase this blog post from our website written by an intern 12 years ago.”
90% of people calling support lines are due to questions that are in the top 10 ten on the FAQ. They’re just the type of people who don’t like reading and just want a social answer. The same kind of people who get told “just do a search, this is asked weekly” on Reddit.
If there was a way to direct the “I just need a FAQ that I don’t need to read myself” people to an LLM and the “something is actually broken I need real help” to people, that would be ideal.
