alt Hacker News> cutting out menial decisions such as customer service
This is cited so often. We tried it at a large scale with some of the best engineering talent but unfortunately the humans on the other side preferred speaking to and interacting with a human by a wide margin.
We are still trying with the latest AI models but humans are still doing better at serving other humans.
In one of our studies, we observed by a large margin that our customers would hang up immediately on knowing that they are interacting with an AI system.
I have heard this from others as well.
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As someone who has an automated drive-thru Bojangle’s nearby, I would say the AI is always immediately available, understands better, feels out the conforming order screen in real time, and generally results in my order being placed correctly.
Isn't it obvious why?
We contact support services to fix material problems. 'This booking is wrong.' 'I want a refund for that.' AI systems aren't empowered to solve these problems. At best they can provide information. If the answer is information - the user can likely already find it online themselves (often from a better AI model than they're going to find running your support line). If they're calling, they most often want something done.