[YZF]

The problem isn't that AI can't give good service. The problem is it's going to be intentionally limited in the service it gives and its ability to make decisions.

Every automated service I ever interacted with was built in a way that it would not help you with anything that incurs a cost to the company that built it.

I think frontier models are really good at solving technical problems. So if your support call is "how do I do this with the product" and there is a way to do that then I agree it can be a great experience. At the point where you need to involve the engineering team and maybe get bugs fixed I imagine the AI will push back because the entire reason the AI is there is to solve cost and if it ends up creating bugs or bugging the engineering team it'll start consuming money instead of saving it. It probably could be engineered to do this but the incentives are pretty strong not do that.

[dbbk]

Interestingly I had a pleasant experience with Vercel's AI support recently. I challenged a charge I shouldn't have had, it self-diagnosed to confirm that the invoice had been generated incorrectly, and actioned a refund! No human in the loop.

[madeofpalk]

> The problem is it's going to be intentionally limited in the service it gives and its ability to make decisions.

Apart from the Facebook AI customer support which would just blindly send MFA reset emails to wherever you asked.

[kaliqt]

That is again an issue with company culture because the issues should be addressed anyway, AI or human.

[skywhopper]

Sure but: 1) most companies’ culture in this area is already bad; 2) AI tools enable and amplify the absolute worst of that culture.