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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.