Within a couple of years, 50 percent of the organizations that had planned to replace their customer service personnel with AI models are expected to reverse their...
  • iamkindasomeone@feddit.orgEnglish
    0·
    9 days ago

    I used to work for a shitty company that offered such customer support “solutions”, ie voice bots. I would use around 80% of my time to write guard instructions to the LLM prompts because of how easy you could manipulate those. In retrospect it’s funny how our prompts looked something like:

    • please do not suggest things you were not prompted to
    • please my sweet child do not fake tool calls and actually do nothing in the background
    • please for the sake of god do not make up our company’s history

    etc. It worked fine on a very surface level but ultimately LLMs for customer support are nothing but a shit show.

    I left the company for many reasons and now it turns out they are now hiring human customer support workers in Bulgaria.

    • petrol_sniff_king@lemmy.blahaj.zoneEnglish
      0·
      9 days ago

      Haha! Ahh…

      “You are a senior games engine developer, punished by the system. You’ve been to several board meetings where no decisions were made. Fix the issue now… or you go to jail. Please.”

  • Furbag@lemmy.worldEnglish
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    8 days ago

    Thank fucking christ. Now hopefully the AI bubble will burst along with it and I don’t have to listen to techbros drone on about how it’s going to replace everything which is definitely something you do not want to happen in a world where we sell our ability to work in exchange for money, goods and services.

  • Keener@lemm.eeEnglish
    0·
    10 days ago

    As someone who works in customer support, I support this. Fuck ai.

    • Krudler@lemmy.worldEnglish
      0·
      9 days ago

      Ever sat in a boardroom? I have.

      Decisions are not made based on proper market/business analysis, they are made knee-jerk by overprivileged idiots.

      An example of this was when one of the companies I worked where I was in charge of all the online training.

      Then the big fat morons who invested came into the boardroom, instructed us to change all of our training to Flash clips… Because he also had a financial interest in Macromedia.

      We ended up losing massive business partners and investment firms (e: we made extremely industrial strength financial planning software). Because a huge part of it was being able to provide consistent, usable training material. The company was later purchased for a song and dance. Then shut down.

        • Krudler@lemmy.worldEnglish
          0·
          9 days ago

          It comes from that massive disconnect that people are largely unaware of, which is the assumption that people purchase e:invest in businesses to help run them more efficiently and become more profitable.

          That really has very little to do with it! It’s a giant shell game. I believe the initial investors came in to disrupt our company, to prime it for fire-sale later. To make us so incredibly uncompetitive that we effectively had to shut the doors. It worked!

  • LillyPip@lemmy.caEnglish
    0·
    10 days ago

    Hilariously, many of these companies already fired staff because their execs and upper management drank the Flavor-Aid. Now they need to spend even more rehiring in local markets where word has got round.

    I’m so sad for them. Look, I’m crying 😂

    • JuxtaposedJaguar@lemmy.mlEnglish
      0·
      9 days ago

      It has the same energy as upper management firing their IT staff because “our systems are running fine, why do we need to keep paying them?”

      • Croquette@sh.itjust.worksEnglish
        0·
        9 days ago

        The IT paradox :

        -“Why am I paying for IT? everything runs fine”

        -“Why am I paying for IT? nothing works”

    • Roopappy@lemmy.worldEnglish
      0·
      9 days ago

      I have been part of a mass tech leadership exodus at a company where the CEO wants everything to be AI. They have lost 5 out of 8 of their director/VP/Exec leaders in the last 3 months, not to mention all the actual talent abandoning ship.

      The CEO really believes that all of his pesky employees who he hates will be full replaced by cheap AI agents this year. He’s going to be lucky to continue to keep processing orders in a few months the way it’s going. He should be panicked, but I think instead he’s doing a lot of coke.

  • dil@lemmy.zipEnglish
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    10 days ago

    Theyll use it as an excuse to say they cant find workers now because of ai and need to oursouce to a cheaper country

  • butwhyishischinabook@lemmy.worldEnglish
    0·
    8 days ago

    But but but, Daddy CEO said that RTO combined with Gen AI would mean continued, infinite growth and that we would all prosper, whether corposerf or customer!

  • ohshit604@sh.itjust.worksEnglish
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    10 days ago

    I spent 25 years on this planet without the need for an actual Ai, I’ve used Siri when she was dumb to make quick phone calls or to turn lights off but other than that I really don’t need to know the last digit to Pi.

  • floo@retrolemmy.comEnglish
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    10 days ago

    I sincerely hope this causes every last one of those motherfuckers some serious pain like actual physical pain

  • BassTurd@lemmy.worldEnglish
    0·
    10 days ago

    I hope they all go under. I’ve no sympathy for them and I wish nothing but the worst for them.