[fnordpiglet]

Yes we use agents in a human support agent facing application that has many sub agents used to summarize and analyze a lot of different models, prior support cases, knowledge base information, third party data sets, etc, to form an expert in a specific customer and their unique situation in detected potential fraud and other cases. The goal of the expert is to reduce the cognitive load of our support agent in analyzing some often complex situation with lots of information more rapidly and reliably. Because there is no right answer and the goal is error reduction not elimination it’s not necessary to have determinism, just do better than a human at understanding a lot of divergent information rapidly and answering various queries. Cost isn’t an issue because the decisions are high value. Speed isn’t an issue because the alternative is a human attempting to make sense of an enormous amount of information in many systems. It has dramatically improved our precision and recall over pure humans.

[doctorpangloss]

Isn’t the best customer service:

    Cost to Solve < Remaining LTV * Profit Margin

In other words, do the details matter? If the customer leaves because you don’t take a fraudulent $10 return, but he’s worth $1,000 in the long term, that’s dumb.

You might think that such a user doesn’t exist. Then you’d be getting the details wrong again! Example: Should ISPs disconnect users for piracy? Should Apple close your iCloud sub for pirating Apple TV? Should Amazon lose accounts for rejecting returns? Etc etc.

A business that makes CS more details oriented is 200% the wrong solution.

[fnordpiglet]

The fraud we deal with is a lot more than $10.

[mmcwilliams]

Do you find that the entities committing fraud are using generative AI tools to facilitate the crimes?

[fnordpiglet]

They use every tool you can imagine. Most are not imaginative but many are profoundly smart. They could do anything they set their minds to and for some reason this is what they do.