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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.
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.