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by nicolotognoni
37 days ago
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Right now cheap AI customer support is genuinely bad and does hurt the customer experience. But this looks like a transitory phase, same trajectory as text LLMs, which got dramatically better while getting cheaper over a couple of years. Give it 12-18 months and for routine support flows the gap between a well built voice agent and a human will be hard to notice. Complex or emotional cases are where humans stay, which is fine, that’s where they add value anyway. |
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