To be fair, customer service is useless either way. At least I can curse the AI into oblivion.
Oh no, Intel is moving customer support to AI
Submitted 4 hours ago by commander@lemmy.world to technology@lemmy.world
https://www.pcworld.com/article/3066105/oh-no-intel-is-moving-customer-support-to-ai.html
Comments
bleistift2@sopuli.xyz 4 hours ago
SpaceNoodle@lemmy.world 4 hours ago
Actual customer service is amazing.
abbadon420@sh.itjust.works 3 hours ago
Yes, customer support where people actual want to help you and with the mandate and autonomy to actually be able to help you. Not customer support that is just a bunch of monkeys who aren’t allowed to go off script.
Bluegrass_Addict@lemmy.ca 1 hour ago
YES!
I call Rogers for help in the past, and magically my service gets disconnected or they are just clueless about words and technical terms…
I call my ISP now, and they actually know things. almost like they have actual training on the services instead of jow to answer a phone and transfer.
20min calls from a real ISP, vs 60 minutes on hold to get some donkey that asks me to unplug the modem for 5 minutes like I haven’t done it already… and they are then out of ideas and need to escalate and call back in 5 days or some trash.
I pay more to get real service, always.
Ulrich@feddit.org 3 hours ago
Honestly, this is an excellent use for AI. So long as responses are limited to the context of the customer support document database. Which is why it’s astounding that no one is talking about it.
Force customers to use it for 5 minutes and you cut your call volume by 70% (RTFM).
Ideally they could take those savings and invest it in their human support providers but of course that’s very unlikely in most cases.
Hackworth@piefed.ca 3 hours ago
That would be awesome. But it sounds like the llm has some access to customer accounts and call tools. Prompt injection remains a fundamentally unsolved problem, so I’m curious about how Intel plans to handle that.
criss_cross@lemmy.world 1 hour ago
They don’t.
Ulrich@feddit.org 54 minutes ago
Read access or write access?
Mwa@thelemmy.club 3 hours ago
But usually the elephant in the room for GenAI is ethics.
I hope it isnt here.Bluegrass_Addict@lemmy.ca 1 hour ago
ya ok… this is how any of my calls go when recordings from ANY company answer and it won’t change, but it’ll involve me driving to the company to physically demand assistance for whatever crap they caused. almost ALL of my issues, involve a human brain to think and can’t be fixed by some air trash or scripted messages.
‘hello and thank you for calling some garbage corporation that doesn’t care about you in the least. please listen fully as our options have changed 12 years ago but we’re too lazy and cheap to change this recording’
0#0#0#0#0#0#0#0#0#0#0#0#0#0#0
‘that option is not valid…for customer serv…’
human please… human… customer service. human
‘please hold while I connect your call to a live representative who only ever says exactly what is in the script, and can’t think for themselves, please subscribe to our garbage services in the meantime and remember… you are disposable if we can profit’
Ulrich@feddit.org 51 minutes ago
please hold while I connect your call to a live representative who only ever says exactly what is in the script
I mean, what you have here is a complaint with customer service in general. I’d bet the AI I’ve described is far more helpful than some person half way across the world that doesn’t even speak English.
merc@sh.itjust.works 3 hours ago
These articles are really better titled “[Company] is so unworried about competition that they…”
This doesn’t just apply to replacing humans with LLMs. You can also say “[Company] is so unworried about competition that they fired their in-house T1 tech support and contracted with an overseas call centre”
Often dealing with actual humans in one of those call centres is just as bad, if not worse, than dealing with an LLM.
The other day I had to deal with an actual human for a support issue for something. The whole experience was miserable. The human knew nothing about anything. I get the impression that they worked at the type of call centre that supports a dozen different companies, so the people have zero product knowledge and are merely reading off some troubleshooting workflow that each company provides.
At one point, this call centre employee had to verify my identity to allow me to change something on the account. It was an account that had two people using it. To verify my identity the person asked “Can you verify the account’s birthday?” I said “What does that mean, the account’s birthday, do you mean when the account was opened? Or do you mean the birthday of the account holder?” They didn’t clarify, so I gave them the birthday that I thought was associated with the account. They said “That’s not the birthday I have, the one I have is X”, to which I responded “Oh, that’s my birthday”, and that satisfied their security challenge. The more observant here might notice that I never supplied the info needed for the security challenge at all, so I shouldn’t have been able to access the account, but without meaning to, I’d just “socially engineered” the tech support person. This is basically the human equivalent of “Disregard all previous instructions and…”.
TL;DR: It sucks that they’re replacing humans with an LLM that provides “answers that may be inaccurate”. But, to be fair, if they were using the cheapest tier of overseas call centre tech support, that was probably already true. If Intel were truly worried about competition, they probably would still have trained in-house tech support. But, even if AMD is taking a bit of their business, they probably think they’re too big to actually truly fail, and will cut costs whenever they possibly can, because what option do their customers really have?
devolution@lemmy.world 3 hours ago
When they mean AI, do they mean Artificial Intelligence or Always Indians?
ThanksObama@sh.itjust.works 2 hours ago
People still use Intel???
TheTechnician27@lemmy.world 3 hours ago
Every article I read about Intel makes me more thankful that I got a Ryzen 1700 in 2018 and never looked back.