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    Make Nazis Dead Again (stg@c.im)'s status on Tuesday, 28-Nov-2023 01:18:28 JSTMake Nazis Dead AgainMake Nazis Dead Again
    • Thomas 🔭🕹️
    • Lisa Melton

    @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.

    In conversation2 years ago from c.impermalink
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