alt Hacker NewsAs someone who has been involved with customer support (on the in-house tech side) the very vast majority of contacts to a CS team will be very inane or extremely inane. If you can automate away the lowest tier of support with LLMs you'll improve response times for not just the simple questions but also for the hard ones.
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wslh • last Saturday at 5:02 PM
I agree with that common pattern but even without [current] AI there were ways to automate/improve the lowest tier: very often I don't find my basic questions in the typical corporation's FAQ.
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I have had the problem with customer support that about 90% of the calls/chats I have placed should have been automated (on their side), and the remaining 10% needed escalation beyond the "customer service" escalation ladder. In America, sadly, that means one of two things: (1) you call a friend who works there or (2) you have your lawyer send a demand letter requesting something rather inane.