this post was submitted on 26 Aug 2024
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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.
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.
But they do handcuff them to a script.... at least 1st and 2nd level tech support. That's the point. It's so fucking awful. It's a barrier to keep you from the more highly paid tech support people who may actually be able to answer your questions. First you have to wait on hold to make sure you think it's worth wasting their time on your annoying problem, THEN it's a maze you have to navigate, and then whoops you just got hung up on.... so sorry, start all over! LLMs are (can be) so much better at this!