this post was submitted on 28 Apr 2024
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It's been a couple decades since I worked in a call center (tech support).
Are they still dominated by shitty ticketing systems that employees are expected to fill out while being on the call? I don't know if that was just an oddity of the call center I worked for or not. If I didn't fill out a ticket correctly we wouldn't get paid for the tech support, so management would get real upset if you didn't fill out a ticket correctly. There were like 400 fields to fill out in a ticket and you had to fill out about 15 of them just right; fill out one too many, or one too few, or the wrong one and management is upset.
Honestly, language models would do better filling out those tickets than they would handling the call. If an AI can't fill out the ticket, how can it solve an actual problem? It would sure make life for the call center employees better if all they had to do was talk instead of managing a bunch of tickets and paperwork using shitty internal apps. But who am I kidding. They'll probably find a way to make life worse for the customers and the call center employees and they'll make a profit, because that's how free markets work, right? Whoever makes life worse for everyone prospers.
I am with you. We should use the ai as a tool to automate or remove things that is frustrating or in the way of the actual goal to help the customers. Plus I don't think any model is good enough (yet) to act as tech support (they can use open ai if it was enough). I think ai is great as a tool tho. For example you can use it to go through a lot of documents of products, policies, other tickets and so on so the tech support person can find the relevant information faster. We can also use ai to create summerise of the call or take notes and so on. A lot of great potential to make everyone happier but I don't believe in replacing actual ppl.