I am totally looking forward to AI customer support. The current model of a person reading a scripted response is painful and fucking awful and only rarely leads to a good resolution. I would LOVE an AI support where I could just describe the problem and it gives me answers and it only asks relevant follow up questions. I can’t wait.
I already use llms to problem solve issues that I’m having and they’re typically better than me punching questions into Google. I admit that I’ve once had an llm hallucinate while it was trying to solve a problem for me, but the vast majority of the time it has been quite helpful. That’s been my experience at least. YMMV.
If you think I suck, I’m guessing you haven’t actually used telephone tech support in the past 10 years. That’s a version of hell.
The script doesn’t go away when you replace a helpdesk operator with ChatGPT. You just get a script-reading interface without empathy and a severally hindered ability to process novel issues outside it’s protocol.
The humans you speak to could do exactly what you’re asking for, if the business did not handcuff them to a script.
I am totally looking forward to AI customer support. The current model of a person reading a scripted response is painful and fucking awful and only rarely leads to a good resolution. I would LOVE an AI support where I could just describe the problem and it gives me answers and it only asks relevant follow up questions. I can’t wait.
They’re already deployed and they’re less than helpful, because LLMs are bullshitting machines.
I already use llms to problem solve issues that I’m having and they’re typically better than me punching questions into Google. I admit that I’ve once had an llm hallucinate while it was trying to solve a problem for me, but the vast majority of the time it has been quite helpful. That’s been my experience at least. YMMV.
If you think I suck, I’m guessing you haven’t actually used telephone tech support in the past 10 years. That’s a version of hell.
The script doesn’t go away when you replace a helpdesk operator with ChatGPT. You just get a script-reading interface without empathy and a severally hindered ability to process novel issues outside it’s protocol.
The humans you speak to could do exactly what you’re asking for, if the business did not handcuff them to a script.