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TONKAHANAH t1_j9nk4th wrote

I was curious how well chatgpt handles technical support questions and while it would have to tweaked specifically to work with real world humans who dont know squat about how to fix basic things, it actually just made it very clear that technical support, at least level 1 basic support will be a job of the past for humans.

but i suppose that also means it may just be something that can be built into the OS in the future as well. You want something done/fixed, you can just ask the OS AI to sort it out for you and it likely can/will.

I've worked on the phones and in enough call centers to know that when companies have an effective combo of a specific language model AI + AI generated voice to go along with it, they'll never need any one to work basic customer support or lvl1 support again, they'll only need humans in escalation rolls. Frankly I think these bots will actually just flat out be better than most lvl 1 tech/support employees. They'll have more info immediately available, they'll have unlimited patience, and they'll probably actually be able to ascertain what the customers are calling in for more effectively.

for example. one of the reasons so many people hate having to call tech support and why getting things done through them is such a pain in the ass is because most of the time the customer poorly explains the issue, and the support agent doesnt listen or think about the issue at all and just jumps right into the company's pre-planned "flow chart" of problem-solving. Frankly, I think these AI's will just be better at all of the things people hate about calling support lines. Down side is it means a lot of easy entry level jobs are gonna be wiped out, for better or worse.

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Unexpected_Cranberry t1_j9ojrx8 wrote

Yeah, I was thinking the same after playing a bit with Bing's chat mode. It was more useful before they limited it, but it's still fairly useful.

I could easily see an AI handling a lot of lvl1 cases. Especially if it gets access to some logging and can perform operations such as password resets and the like. Properly configured it will probably be faster and more reliable than a human in a lot of cases.

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Dhiox t1_j9q67w3 wrote

I do level 1 support, our manager is pivoting us to start doing Microsoft defender monitoring and mitigation because they've hinted that they forsee a lot of our teams work being automated

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TONKAHANAH t1_j9qa660 wrote

The way I see it, a lot of lvl 1 support will get handled right on the devices at some point, kinda like the current Windows built in troubleshooter except it'll actually work. Pop up the devices dedicated Ai assistant and say "I can't load youtube, what's wrong?" and then the device will just just doing troubleshooting and sorting it out. We're not far off from some crazy detailed auto-generated automation.

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Dhiox t1_j9qaf3k wrote

The only problem is that Users lie. Any AI that relies on users being able to accurately describe the issue will fail.

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TONKAHANAH t1_j9qnhc3 wrote

Well sure, but they'd have the same issue with humans than too. Those scenarios will likely have to be escalated and escalated positions will still have to be held by humans. It's the simple things that have to get resolved over and over again, basic questions, that sort of thing.

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