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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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There’s an in between. Have the LLM map into predefined responses, thus leveraging the LLM’s insane parsing abilities with the linearity of tree-like structures.
It can be done, and can be done intelligently.
Which I somewhat doubt was the case here.
At that point it’s probably cheaper to purchase support staff in SEA or Eastern Europe… staffing a software product team with ML and prompt engineers for a bespoke support solution is costly.
Granted they probably went with a vendor, but that model has its own costly drawbacks.