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Dukaan lays off 90% of support staff after introducing AI chatbot for customer support
(www.moneycontrol.com)
this post was submitted on 11 Jul 2023
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Technology
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The big problem with wanting to use AI (which generally means LLM these days) is that it lacks real creativity. If a problem isn’t documented, the AI won’t know what to do about a particularly difficult support request, or it will give wrong answers all together. My time in CS for tech taught me that the number of novel resolutions is far, far greater than most people realize.
That’s all tier 1 help desk ever does anyway.
From my experience they know less about the product than I do when I try to get support on it.
it's so true... I feel bad due to it but, half the time t1 is just rehashing the power cycle and try again list.
Yes, but for all the common issues, for which there's a script that 1st level will have to follow anyway, AI can do it. If it forwards to a human when it gets to a dead end - and snoops the conversation to learn from it - then less humans are employed.
Some years ago I opened an issue with Google Pay through the app feedback option.
A CS messaged me in less than 5 minutes. She was so thorough and her texts looked so scripted, that I had to ask "I apologize in advance, but... are you a bot or a human?", because I could be much more concise and less patient in my answers if it was a bot. She solved my issue very efficiently btw, and though it was quite funny that I asked.
First level support staff generally aren't allowed to have creativity. They just follow the script and then pass the problem up when it's something they can't handle.
Wouldn't any automated system ideally escalate to the next tier of (human) support when it detects something complicated?
Though I agree with you, I don't think LLMs are lay-off 90% good.
In my experience, this never happens. Since they have now very few human staff they make it VERY difficult to talk to a human to the point you often give up.
Why escalate when you can hallucinate!
I would agree, this was my first thought.
Though if the product is sufficiently defined, and bounded, it might make sense. Think support line for a fridge, oven, or other less-open products. Unbounded spaces like general purpose computer support will initially struggle while documentation is built up.
often times it will get actual documented solutions wrong too.
is an example of the same type of concept implemented in the MDN
often times it will get actual documented solutions wrong too.
is an example of the same type of concept implemented in the MDN