Embed Notice

@thomasfuchs @lisamelton Agree with the rest of the list, and I’m very very very much an AI pessimist, but I’m going to quibble a bit with Customer Support replies. What is being used currently is a dressed up form of “if -> then” statements practically hard coded into the support flows. I’m not really kidding. I’ve set up several of these systems from different companies.

Context recognition and understanding is going to be *massive* when it’s properly applied to customer support. BUT you can’t just replace humans; the best approach is to use AI to collect context and provide information to the person on the other end fixing the problem, suggest documented solutions/FAQs, etc.

That being said, having worked in support for so long, the vast majority of support inquiries could have been google searches.