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by miki123211
6 days ago
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There was an Intercom executive making a very interesting case for AI customer support on Patrick mcKenzie's "Complex Systems" a while ago.[1] My main takeaway from that interview was that tier1 CS is a low-wage, high-turnover industry, so the amount of training agents can realistically get is limited. AI support is cheaper, smarter, and can take in more context faster. With AI, it makes sense to have a "support engineer" who identifies the edge cases and writes Markdown documents instructing agents on what to do in those cases. This actually lets you make agents much, much more helpful than human employees ever could be. [1] (There's a high-quality transcript available) https://www.complexsystemspodcast.com/episodes/des-traynor/ |
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