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I had a decent experience with a service recently that used a ChatGPT powered support agent, it couldn't deal with my situation but I was surprised by how quick

I had a decent experience with a service recently that used a ChatGPT powered support agent, it couldn't deal with my situation but I was surprised by how quickly it knew its own limitations and handed me to an actual human who helped me out. Edit: The chatbot in question was not powered by ChatGPT a few months ago and it was pretty bad, a few canned QAs and really weird loops to get to a human agent. Before that the same service had direct human support. But as someone who has worked in a support capacity myself I will take the nice middle ground with a decent LLM that can quickly dispatch me to a human agent should it not be able to solve the issue.

danielbln 2y ago
I feel that's the best case, a smart conversational system that knows its limit and can off-ramp you to a human if need be. In addition, I don't _want_ to talk to a human, via phone or otherwise. We all had horrendous CS experiences ("are the lights on you router blinking?" - "yes! I just told you that there is packet loss, arghhh" so I actually prefer a smart non-human system in the vast majority of cases.
- karmakaze 2y ago
  This should become the normal case. With the automated chatbots handling all the common or known problems and solutions, fewer humans are needed and can then be better trained to handle the more complex cases (with an AI assistant at their disposal). This improvement in support could possibly be achieved at lower cost (to the company). AI chatbots aren't the future, AI everything is. I'm far more concerned about some parts of the everything else, starting with automated warfare.
  - JohnFen 2y ago
    > This should become the normal case. But it won't. I'd bet big on that prediction.