> Instead, the reason people go to customer service is because of a question that’s so specific, or complicated, or gnarly in some respect, that there’s no way the app will have the answer: you need a human.
I can see the author probably hasn't done much customer service? I'd say maybe 1% of customer queries go in that direction.
I agree dealing with a bot in that situation sucks, but a big chunk of customer questions can probably be answered without human intervation by LLMs, assuming they have enough data about the organization and its products.
I can see the author probably hasn't done much customer service? I'd say maybe 1% of customer queries go in that direction.
I agree dealing with a bot in that situation sucks, but a big chunk of customer questions can probably be answered without human intervation by LLMs, assuming they have enough data about the organization and its products.