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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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Some of that is from management being strict about following the procedures we have to make sure every step is followed or we get in trouble so even if someone seems knowledgable we have to treat them like they aren't
This. I was phone support for dial-up internet for the transition - when I started, we just did our best and frequently worked with customers at their level. I enjoyed that, the customers did too. I got promoted easily.
By the time our jobs were getting shipped overseas and we were all getting fired, they replaced that with a 'knowledge tree' everyone was supposed to follow regardless of our personal experience in order to make sure all customers got the exact same experience. Softened the blow. I never went back to tech support as a job.
(This was like twenty years ago. I imagine it's only gotten more stifling since then.)