alt Hacker NewsIt would be interesting to hear the other side, the people running support. I wonder what fraction of requests are answered by basic knowledge and stuff clearly in the docs. At some very high fraction I could see a lot of pressure/incentive to optimize for these cases.
From talking to people I know on support teams at hyperscalers and other tech companies: A mind-boggling huge portion.
But even as an AI believer and thinking it's great for this sort of thing, I also think if it's good enough for this sort of work, it should be good enough to identify when it's not capable of providing value, too.