I think your opinion stems from never having dealt with
normal people interfacing with a
technical product. They're not asking the same questions you or I might, they're asking documented questions and they're doing it in obscene volume, with such little ability to help themselves.
ISPs probably take the cup for worst ratio of technical issues to technical idiots. It's not just a modem, there's a line, an internal network and a really bothersome user all working against optimal service.
Your desire to handle that all in-house by organic, corn-fed, English-as-their-first-language meat-bags is lovely but you'd be bankrupt in a week.
This isn't new. We've had customer service levels for decades. What happened before is you talked to non-technical staff following scripts before escalation. Then that model pushed those staff overseas. Now the lowest rung is a LLM. The trick they have to re-learn when to let the user tell you to step back and fetch a real person. That, and getting the tone of the LLM to not declare everything as if that'll definitely fix the problem.
ISPs probably take the cup for worst ratio of technical issues to technical idiots. It's not just a modem, there's a line, an internal network and a really bothersome user all working against optimal service.
Your desire to handle that all in-house by organic, corn-fed, English-as-their-first-language meat-bags is lovely but you'd be bankrupt in a week.
This isn't new. We've had customer service levels for decades. What happened before is you talked to non-technical staff following scripts before escalation. Then that model pushed those staff overseas. Now the lowest rung is a LLM. The trick they have to re-learn when to let the user tell you to step back and fetch a real person. That, and getting the tone of the LLM to not declare everything as if that'll definitely fix the problem.