| Do you not enjoy talking with other people during your day? CS reps? No. You must be very lonely, yourself, if your mind went there in the context of this conversation. Have you never experienced the resolution of complexity or ambiguity from a person that is intimately familiar with a product, its documentation, or internal processes? Yes, and it's universally something that should have been possible online without talking to anyone, AI or human. That's my real hope. Stage 1: Corporations replace impotent CS reps with AI. Stage 2: Corporations gradually empower the AI to interface with their existing internal systems in order to get the customer off the phone faster and avoid social-media brouhahas. Yes, they could have empowered the people in stage 1 to do that, but they didn't. Stage 3: Corporations realize the AI is just another unnecessary middleman on their payroll, and empower customers to check status, report and escalate issues, handle SLA and billing problems, and obtain RMAs directly via their websites. Which should have been how it worked all along. |
> it's universally something that should have been possible online without talking to anyone
why do you think it is the case that quite literally zero medium+ sized companies have no customer support? do you think it’s possible that not every single iota of knowledge or edge case is immediately digitized and ready for consumption by an LLM?
is it also possible that customers that pay serious money for a service don’t want to click about on a website to solve a problem they didn’t cause? wasting someone’s time like that when you already fucked up is a very quick way to lose a customer; one throat to choke, as they say.
but since you’ve drawn the rest of the owl with those stages, I can only assume you’re raking in mad consultant fees for companies like Meta - they certainly haven’t had any issues replacing their humans with AI recently!