Curious how much of this is due to factors other than AI. The data is correlated, but at least for me, I'm not convinced of causation.
Also, I'm kind of surprised at the customer service numbers. Chatbots existed before ChatGPT. Are LLMs more effective than the previous solutions at decreasing escalation to humans? Or could it be other factors like the economy at large causing companies to make do with less customer service?
Also, I'm kind of surprised at the customer service numbers. Chatbots existed before ChatGPT. Are LLMs more effective than the previous solutions at decreasing escalation to humans? Or could it be other factors like the economy at large causing companies to make do with less customer service?