volkerwirsing@feddit.org to Technology@lemmy.worldEnglish · 6 months agoThe ‘doorman fallacy’: why careless adoption of AI backfires so easilytheconversation.comexternal-linkmessage-square28fedilinkarrow-up199arrow-down13
arrow-up196arrow-down1external-linkThe ‘doorman fallacy’: why careless adoption of AI backfires so easilytheconversation.comvolkerwirsing@feddit.org to Technology@lemmy.worldEnglish · 6 months agomessage-square28fedilink
minus-squareHonytawk@feddit.nllinkfedilinkEnglisharrow-up3·6 months agoThe thing is that customers wouldn’t dislike dealing with AI in customer service if it actually worked. It is like a self-service checkout. There is no problem with it, unless an item doesn’t want to scan, or an error appears where an employee is needed.
minus-squarejj4211@lemmy.worldlinkfedilinkEnglisharrow-up1·6 months agoThink the issue is either a self service portal that works in very predictable way (like the self checkout) or a human to deal with nuance. To the extent an LLM might be useful, it’s likely blocked from doing so because the operator doesn’t trust it either. The biggest annoyance is that the LLM support tends to more aggressively refuse to bring a human in.
The thing is that customers wouldn’t dislike dealing with AI in customer service if it actually worked.
It is like a self-service checkout. There is no problem with it, unless an item doesn’t want to scan, or an error appears where an employee is needed.
Think the issue is either a self service portal that works in very predictable way (like the self checkout) or a human to deal with nuance.
To the extent an LLM might be useful, it’s likely blocked from doing so because the operator doesn’t trust it either.
The biggest annoyance is that the LLM support tends to more aggressively refuse to bring a human in.