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CEO replaces 90% of support staff with AI, praises the system on Twitter
(www.techspot.com)
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this post was submitted on 12 Jul 2023
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If my problem could have been solved by a computer, I wouldn't have a problem. If I ever resort to picking up my phone, it's because I need another human to help me.
There are many people who don't troubleshoot like you. Tons of people go straight to direct support contact.
Right, so in that case, you'd eventually get to the 10% remaining support staff.
Unless your computer doesn't have the knowledge base, training, or connections/features necessary to solve your problem. I lost access to my email last week because I forgot to update my nameserver when my provider switched servers. It's not that I didn't know what to do or how to do it, but I couldn't log into my registrar account because it uses an email as a quasi-2FA challenge. I ended up needing a human to send me a 2FA(-ish) code via my on-file phone rather than via email so I could update my MX records. There was no need for me to talk to an actual human to get that alternate method, an AI chat-bot could have performed that function.