Comment by jon-wood
6 hours ago
The escalation path is always too arduous though, because most people still prefer to talk to a human when they’ve got to the point of opening a chat window. You’ve always got to jump through a bunch of hoops which are basically answering yes when asked whether you’ve tried reading the website.
I don't doubt that's true for everyone who reads HN, but having seen the other side there are loads of people who don't make the effort and could've found their own answer in the knowledge base.
I find LLM customer service to be better than the historic dumber stuff. In those you can usually say "I want to talk to a human" and it will escalate. The customer service bots of yore were far dumber and made it harder to escalate.
Also the AI chat just straight up lies to you and is flat out wrong. When I landed in Peru and was trying to get my phone working, verizon AI told me my account had international calling set up and was working fine but when I finally got to a human they were like "oh I see what the problem is your account doesn't have that option activated, let me add it for you right now." It was a huge stressor as I was there for various meetings and couldn't call my contacts or use my phone! Trying to use the stupid AI agent wasted 2 hours of my jet-lagged time it was so miserable trying to get through to a human who could help me.