okay, yes, this could be awesome.
it would be pretty great to not have multi-hour hold times, and then having to explain to someone who barely speaks english how the basics of icmp or tcp work in order to speak to the next tier of support, or to help book complex international flights
i know, i know, "ai bad", but think back to the last time you spent 3 hours on hold to talk to a company, to then have them 'transfer you', and have it shitcan the call on you, so you get to start over.
@Viss you are mistaking the role of AI here. They will simply have the AI transfer the call from level 1 AI to level 2 AI (different costing LLM ) but through the wonders of API's they will automate the call dropping.
@Jplonie and here i was thinking they'd just eliminate tiers 1 and 2 support outright, leaving only tier 3, "the ones who know what they're doing", because tier1 is just call registration which the AI can do, and tier2 is "walk through this dialog tree and fill out a form for tier3 so they dont have to"
and the folks that used to work tier1 and tier2 get to train the ai instead of talking to customers.
@Viss Yeah, that was the one we were playing with, same article. Just mentioning, if you see an airline booking actual flights off an AI, fun will ensue.
@aburka have you ever talked to a tech support person who stonewalled you, didnt understand enough to do their jobs, or didnt speak enough english to be useful?
@Viss of course but replacing them with a bot seems like a lateral move at best, since at least a human could in theory be provided with training/resources that would help
@aburka im supposing that any org who invests sufficiently enough in their own chatbot will train it on their own materials, not just outsource it all to openai or another llm, but run their own, with their own training set
Add comment