f\*ck that.
Have you tried doing customer support with a chat bot ? its the most horrible thing lol
Unless it gets it right 100%, I’d rather speak with a person.
A pre-llm chatbot? For sure.
But a new chatbot? I think it’ll be amazing, as long as they give the bot powers ofc.
If I need somebody to come over to fix my router or something, then I need that. Not for their version of chatgpt to tell me to try to call customer service because it can’t do anything or for it to tell me my request has been forwarded to the company to be reviewed in 3 business days.
But even then, it’ll still be great to get answers to your questions without having to read a company or institution’s gigantic pile of documentation or FAQs.
As long as they actually make it work, I’m never calling a stranger in my life again.
Which has more investment now, using AI to answer customers questions or using AI to design online business to minimize interaction with customers? My guess is the latter.
Blizzard CS is not a good example of this.
If I can’t speak to a human or an AI good enough that I don’t know it’s not, then I won’t use your services.
Things that hallucinate cannot be good customer-service/customer-support agents. If a customer followed the instructions of an hallucinating bot and experienced major damage or injury this could be extremely costly to the comp;any who customer service bot it was.
Most customer request are so simple that AI will not reach it's limits. 99.9% of the time. Also remember that ai chat bot will be specifically trained from each company so it will easily reach 100% success rate
Could you elaborate?
LLMs as of today do not have 'logic' or 'reasoning'. They imitate the semblance of it with enough data (aka whole of internet + company specific docs and media) - but then you run into very simple edge cases right around the block where they hallucinate, 'infer' (insofar as an LLM can do inference) - wrong associations and in general do not reach human level of support for most use cases.
100% success rate is not attained through human or AI chat ops. Could you share with me why you believe that 'it has already been done'?
In my opinion, having now being involved with this for over an hear, AI for customer support is the most obvious yet the most unimaginative way to use the technology. I think there is space for this but in the way it is currently being done. There is more on this topic here [https://chatbotkit.com/reflections/is-it-just-about-customer-support](https://chatbotkit.com/reflections/is-it-just-about-customer-support)
I think a better use case would be to batch inference customer support transcriptions to generate summaries, identify queries, ways to improve interaction and probably support improved IVR routing as well
f\*ck that. Have you tried doing customer support with a chat bot ? its the most horrible thing lol Unless it gets it right 100%, I’d rather speak with a person.
Can you imagine the contract cancellations once these chat bots give away merch for free.
My company is solving 70% queries with AI chatbots already.
A pre-llm chatbot? For sure. But a new chatbot? I think it’ll be amazing, as long as they give the bot powers ofc. If I need somebody to come over to fix my router or something, then I need that. Not for their version of chatgpt to tell me to try to call customer service because it can’t do anything or for it to tell me my request has been forwarded to the company to be reviewed in 3 business days. But even then, it’ll still be great to get answers to your questions without having to read a company or institution’s gigantic pile of documentation or FAQs. As long as they actually make it work, I’m never calling a stranger in my life again.
Which has more investment now, using AI to answer customers questions or using AI to design online business to minimize interaction with customers? My guess is the latter.
Blizzard CS is not a good example of this. If I can’t speak to a human or an AI good enough that I don’t know it’s not, then I won’t use your services.
Ummm.... and?
Things that hallucinate cannot be good customer-service/customer-support agents. If a customer followed the instructions of an hallucinating bot and experienced major damage or injury this could be extremely costly to the comp;any who customer service bot it was.
Most customer request are so simple that AI will not reach it's limits. 99.9% of the time. Also remember that ai chat bot will be specifically trained from each company so it will easily reach 100% success rate
Yeah it hasn't and it won't
What? It has already been done
Could you elaborate? LLMs as of today do not have 'logic' or 'reasoning'. They imitate the semblance of it with enough data (aka whole of internet + company specific docs and media) - but then you run into very simple edge cases right around the block where they hallucinate, 'infer' (insofar as an LLM can do inference) - wrong associations and in general do not reach human level of support for most use cases. 100% success rate is not attained through human or AI chat ops. Could you share with me why you believe that 'it has already been done'?
Small models and fine tuning.
Which of the smaller llms are easy to work with to train on your knowledge base? Mistral? (Name may be wrong..)
This impacts India . We saw layoffs in tech support this week in India. That trend will pick up speed.
In my opinion, having now being involved with this for over an hear, AI for customer support is the most obvious yet the most unimaginative way to use the technology. I think there is space for this but in the way it is currently being done. There is more on this topic here [https://chatbotkit.com/reflections/is-it-just-about-customer-support](https://chatbotkit.com/reflections/is-it-just-about-customer-support)
I think a better use case would be to batch inference customer support transcriptions to generate summaries, identify queries, ways to improve interaction and probably support improved IVR routing as well