Comment by nostrebored

We're working on this problem at large enterprises, handling complex calls (20+ minutes). I think the only reason we have any success is because the majority of the engineering team has been a customer support rep before.

Every company we talk to has been told "if you just connect openai to a knowledgebase, you can solve 80% of calls." Which is ridiculous.

The amount of work that goes in to getting any sort of automation live is huge. We often burn a billion tokens before ever taking a call for a customer. And as far as we can tell, there are no real frameworks that are tackling the problem in a reasonable way, so everything needs to be built in house.

Then, people treat customer support like everything is an open-and-shut interaction, and ignore the remaining company that operates around the support calls and actually fulfills expectations. Seeing other CX AI launches makes me wonder if the companies are even talking to contact center leaders.