[itake]

> Good tools make it clear how they should be used.

This is such a weird statement from someone in the tech space. Programming languages rarely have an opinion for how they are to be used (for example JS MUST only run the browser or which code style to use).

When I chat with customer support, I wish they could meet me where I am instead of me needing to learn their tools. For example, I want to say "cancel my subscription" and my subscript get cancelled. I don't want to have to figure out which sub menu of the sub menu that has the magic "end subscription" button.

I know how to use my tool (english). LLMs teach computers how to use that tool too.

[karmakurtisaani]

I think the problem in your example of cancelling the subscription is that service providers often make it difficult on purpose. I doubt they'll allow chatbots to make it any simpler.

[itake]

I get support emails for "how do I cancel my Apple App Store Subscription?" when Apple governs the cancellation process in a centralized and simple manner.

I also get support emails for password resets, which I try to make as simple as possible.

People don't want to learn new tools if their existing tools (language) work just fine.

[phillipcarter]

> Programming languages rarely have an opinion for how they are to be used

Erm, they absolutely have an opinion. That's why I can't just write however I like in whatever language. I need to stick to the designer's opinions on syntax and semantics otherwise it won't work.

[itake]

When chatting with a Chatbot, you also would need to stick with the language's syntax and semantics otherwise it won't work. You can't just write however and whatever you want and expect the bot to understand you.

[rurp]

Subscription cancellation buttons are intentionally confusing and hard to find. It's easy to add a big red Cancel button in an obvious place that works immediately, but companies choose to avoid that route in order to extract more money from customers. Nothing about that dynamic will change with LLMs, those same companies will have the same priorities.

The only difference will be that script-following customer service reps giving you the runaround will be replaced by indefatigable chatbots giving you the runaround, which honestly sounds pretty hellish to me.

[itake]

> Subscription cancellation buttons are intentionally confusing and hard to find.

really? I feel like Apple's App Store provides great UX with their warning emails and centralized subscription management view. It is well documented too: https://support.apple.com/en-us/HT202039

But I still get emails asking me to cancel subscriptions.

[raincole]

It's just ridiculous. The author even stated:

> Compare that to looking at a typical chat interface. The only clue we receive is that we should type characters into the textbox. The interface looks the same as a Google search box, a login form, and a credit card field.

And Google is one of the most used tools. Probably more used than pen and paper today.

[mxuribe]

Actually, as i recall, that statement is somewhat foundational for human computer interaction...of course my recollection is from my HCI college course a couple of decades ago...But, yeah, whenever i make something - digital or otherwise - i hope to design it properly enough that the intended user intuitively understands how it should be used. (I do add documentation beyond the base design, but because i want to further help the person.)