this post was submitted on 07 Oct 2023
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I'm actually very torn on this. On the one hand, it will suck for customers with real problems to have to deal with poor customer service.
On the other hand, I work in IT. Most people call in with the stupidest questions that can be easily answered by a bot or by simply not being an idiot. And it really sucks to have someone intelligent deal with those questions 100 times a day.
Ideally robots would do all the shit jobs no one wants to do like sweep floors and tier 1 IT support. Then, hopefully, we could all get UBI and decide if we want to design and repair robots, or make bespoke jam, or do some other job robots generally can't do. Alas.
I was on a bot chat the other day. "I have super admin permissions but it wont let me switch XYZ toggle."
It said "I don't understand this, can you rephrase?"
I said, "I can't switch Xyz toggle despite having admin permissions."
"I don't understand can you rephrase"
"no."
"connecting you to a real person"
Agreed, though as a customer my biggest pet peeve is having to talk to someone because the functionality is inexplicably not available on their website. If having a chat bot to do this gets around the issue I'm all for it.
A good example even before the whole LLM boom is that one of the couriers in my country (Purolator) implemented a truly useful chat bot a few years ago. I can do all kinds of stuff with it that you would have to call any other courier to get done, such as update my address to let the driver know a buzzer number.