Comment by morkalork
1 day ago
I still can't wrap my head around how making functional online portals and well written documentation for customers is too hard, but laying off entire call centers and replacing them with a chat bot that relies on checks notes a functional set of APIs for tool use and well written documentation for a KB, is easier. It looks like all the same effort plus more!
You're not wrong. Businesses that do that are going to be in for a rude surprise. Time will tell if they care about pissing off their customers more than they care about getting rid of workers.
you overestimate customers. most of them not going to bother to read documentation . used to work closely with big telecoms. amount of support calls that are resolved by "make sure that connector is tight" is crazy high (they invented f-type connectors that work even when they are not tightened properly). "reboot it", solves most of remaining issues.
imho, human populated callcenters may actually become a good business model in a few years, after everybody will fire their personal to replace it with AI, and will discover that in some cases you need humans