Comment by nekusar
15 hours ago
Shitty LLM chatbots providing unhelpful (read: lies) customer service is even worse than some Phillippeens or Indian support with terrible scripting and half-broken engrish. At least you could deal with those fucks with demanding a manager or similar.
The LLMs will always do the worse option to customers, to extract more money. Burn'em all to the ground.
Don't pin that on LLMs, it has nothing to do with them.
Shitty chatbots became a thing a few years before LLMs. The LLM variant is an improvement for users - it's more typo-tolerant, and more likely to understand what the user actually wants, before it flat out refuses because of organizational policies.
> The LLMs will always do the worse option to customers, to extract more money. Burn'em all to the ground.
That's a ridiculous take. The models are very capable. What they actually do depends entirely on constraints set up by the companies deploying it. If the AI features on some site "always do the worse option to customers", it's not a problem with LLMs - there is a human being in the company, that choose to fuck over their customers.
Same is true about pre-LLM support. It's not people from India who are at fault for your shitty support - it's the executives in the Western company that explicitly decided to outsource their customer support to a call center on a different continent, and they're also the ones who decided that "terrible scripting and half-broken english" is the level of support they will offer to their customers.
Same with manufacturing - "Made in China" is a synonym of bad quality, but it's not because of China. The brands are free to seek out any combination of quality and price, and it's them who choose to dial quality down to minimum. Factories don't care what's in the spec, they do work to spec.
Same with LLM chatbots. Prompt them to be unhelpful and prevent them from accessing important information or paging actual people, and they will be useless. Not the fault of LLM.
Yes, it's my pet peeve, and it's been such long before LLMs. There's a pattern of blaming technology and technologists for shitty or harmful work, while actively ignoring the business side that devised and commissioned it on purpose. Stop blaming LLMs. Start blaming entrepreneurs who chose how to deploy them.