We’d probably be better off replacing 90% of CEOs with AI.
Or just one of those magic 8 balls to make decisions
So we are still replacing 90% of them then?
No, apparently just one of the 8-balls :(
Only if the money that would have paid the CEO went back to the workers… But I think we all know it would go to the board and shareholders.
We can only hope.
Does that mean we’re going to start holding CEOs accountable?
Please no. :(
The CEO role is mostly about doing what you are told by shareholders. Last thing you want to do is remove the final limitations of a conscience from the position. An AI for ceo’ing will be optimised to be evil. More evil than the average psychopathic/narcissistic/Machiavellian CEO.
So just like a human CEO
Last thing you want to do is remove the final limitations of a conscience from the position.
Oh, I hate to break it to you…
So then start your own company and try it
This was always going to happen. As is the revolution that will eventually overthrow them. Capitalism isn’t built for sustainability.
I feel like this is a growing sentiment everywhere I look these days. We used to get shunned for saying it and here you are getting upvoted. I guess it becomes more obvious.
I think due to our federated nature here we likely have a bit of an echo chamber effect where we are more likely to agree with each other. For starters you’re more likely to be using Lemmy if you understand tech.
Sharing these same thoughts on pretty much any platform with more active users, and I expect we’d see a lot of blood thirsty capitalists poor into the comments.
Even on Reddit, I noticed the overall sentiment towards capitalism shifting over the last decade or so. Subs like a boring dystopia and late stage capitalism were popular and, though there would often be supporters of capitalism chiming in, their numbers have dwindled.
So while I do think you’re right about there being a stronger bias here, that bias seems to be getting stronger everywhere.
Inequality is getting worse so it makes sense. I am pro capitalist myself but it needs checks and balances to make it work (ie monopoly busting, higher taxes, stronger social safety nets). Some of the checks have eroded, but they can be brought back, and I am waiting for evidence that a better system can sustainably exist.
Over time i have become convinced that most people are socialists at heart but have simply been indoctrinated to repress it.
I ask everyone around me why they won’t vote for the socialist party and their reasoning either ends at a dismissive “you can’t vote for socialists lmao, everyone knows that!”, or if they’re particularly politically minded they manage a whopping “But immigration policy!!”…
- Time to first response
- Resolution time
- Customer support costs
It’s key to note that customer satisfaction with response is not among the metrics the CEO is highlighting. It seems that the role of customer support is increasingly to frustrate customers away from pursuing issues, rather than reaching a mutually-satisfying resolution. I consider most customer support chatbots as a tactic towards that: they’re not going to offer any significant assistance and exist simply to waste my time, so of course the imaginary “time to resolution” is going to be minimal. If they’re going to make it a hassle then I’ll just open up a credit card dispute.
… there’s no way their tech is good enough to avoid the billion and one ways to manipulate and confuse current-gen LLMs…
Unless he went with older tech, just feeding specific pre-programmed responses to specific keywords. That’s a glorified phone tree though, nothing really new.
There’s an in between. Have the LLM map into predefined responses, thus leveraging the LLM’s insane parsing abilities with the linearity of tree-like structures.
It can be done, and can be done intelligently.
Which I somewhat doubt was the case here.
Time to first response went from 1m 44s to INSTANT!
Resolution time went from 2h 13m to 3m 12s
Customer support costs reduced by ~85%No mention of what happened to customer satisfaction. But given how low it already was with their human support he clearly didn’t give a shit about that to begin with. I, too, give very quickly when I realize I’m chatting with a bot.
Side rant, but do you ever call in to support with a serious problem and they just by default treat you like a granny who doesnt know how to type in a wifi password? That whole process is so frustrating, and they never have the expertise to handle more sophisticated problems.
As someone who works in Level 2 and 3 Tech, the majority of people who do contact me are actual morons who legitimately think turning off and on their monitor is akin to rebooting their PC. I know that has been memed to death, but it’s true. I’ve legitimately had to make a whole presentation on the various ways to restart a computer and present it to a group of about 20 people.
I have so many stories to the point where, if I don’t treat everyone like it’s their first time touching a computer, it will lead to the user getting pissed off because I didn’t tell them that they had to left click on their mouse because they’re so used to their phone being touch screen that they assumed that every screen was.
As a fellow level 3 tech you nailed it. We are constantly exposed to a massive amount of tech illiteracy on a daily basis, and have to clean up the messes these people make while trying to keep a smile on our face and be nice. It sucks even more because we get attitude from people who are complete morons with this stuff, blaming us for their mistakes and getting impatient while we cleanup their mess. We’re also lied to consistently about what they’ve done to cause an issue, so we also have trust issues and have to ask boneheaded questions because so many times the bone headed question is the answer.
I’ve never heard of these different ‘levels of tech’ - what does it mean to be a level 2 or 3 tech?
as a former tech support person I think the reason why its usually like that is that most of the people who call in are people don’t know how to use a computer at least it was for the company I worked at
True for most doesn’t mean true for everyone and not being able to switch once it is clear the person does know how to use the computer is really annoying.
Some of that is from management being strict about following the procedures we have to make sure every step is followed or we get in trouble so even if someone seems knowledgable we have to treat them like they aren’t
This. I was phone support for dial-up internet for the transition - when I started, we just did our best and frequently worked with customers at their level. I enjoyed that, the customers did too. I got promoted easily.
By the time our jobs were getting shipped overseas and we were all getting fired, they replaced that with a ‘knowledge tree’ everyone was supposed to follow regardless of our personal experience in order to make sure all customers got the exact same experience. Softened the blow. I never went back to tech support as a job.
(This was like twenty years ago. I imagine it’s only gotten more stifling since then.)
That’s because most people including you and myself are in denial of how stupid we are.
This unintentional deception is the purpose of the shit test most tech support has in place.
I am not in denial and am fully aware that I don’t know everything and can make mistakes. But that is a bit beyond ‘knowing how to use a computer’.
But when I call about the squirrels chewing through the line for the third time and I have pictures of the chewed line I don’t need to be told to restart my computer to make sure it isn’t that first.
Sir, squirrels are not supported by our internet package. Until you stop using squirrels on our internet connection, I’m afraid we can’t help you.
Understandable when most people wouldn’t have expertise. The real annoying thing is when you use live chat/email support and list everything you’ve tried and what you think the root of the problem is. Then they start the basic shit again, when you’ve already told them you have tried it all.
This is basic troubleshooting for technicians. Our number one rule of thumb: trust but verify.
I think the only call I’ve had with someone who was able to quickly assess my tech-savviness was with an Apple Support manager. He was pretty awesome. My issue ended up being a bug in their OS, now resolved.
Ngl, most first level support I work with are not the brightest. There is a reason they are first level and on phones, and it’s not because they are subject matter experts.
Pretty easy to see that this will lead to immediate short-term gains but long-term pain. I can’t tell you the amount of infinite loops I’ve found myself in with AI chat, even among the most simplistic questions.
Hell, I’ve caught myself in some of those infinite loops with actual people.
Seriously. Worked in support call center before. Support staff and already running on scripts. I bet the CEO is probably right to have made those cuts. We should be seeing AI tools as another clear indication of the need for UBI, not desperately clinging to terrible jobs for human drudgery sake.
Yes! Support through call centers has been notoriously hard to get right. It requires a lot of employees, it is really hard to scale with demand and it can push customers away if it is not working well. And on top of this, the people working in them are among the least satisfied employees.
If this can be automated away somehow, everyone wins.
It writes but it doesn’t think.
You just described a fair number of the support staff that I have worked alongside.
I hate AI as it is now. I really do.
Why do you hate AI instead of hating business schools culture? AI will save lives, ceos use it to fire people
You’re right. Apologies.
Greed is the problem. Not AI.
It’s not just AI. Somewhere between the “research” and “commercialisation” phase of every technology’s development it seems to transform into the most cynical, exploitative possible version of itself.
Honestly, support is kinda a good use case for it as long as they don’t rely on it to the max. There’s always going to be outlier problems. Phone support seems like one of those jobs that is demoralizing to do as a human, so why not strive to remove it?
This is a simplistic view of the scenario, of course.
If my problem could have been solved by a computer, I wouldn’t have a problem. If I ever resort to picking up my phone, it’s because I need another human to help me.
There are many people who don’t troubleshoot like you. Tons of people go straight to direct support contact.
Right, so in that case, you’d eventually get to the 10% remaining support staff.
Unless your computer doesn’t have the knowledge base, training, or connections/features necessary to solve your problem. I lost access to my email last week because I forgot to update my nameserver when my provider switched servers. It’s not that I didn’t know what to do or how to do it, but I couldn’t log into my registrar account because it uses an email as a quasi-2FA challenge. I ended up needing a human to send me a 2FA(-ish) code via my on-file phone rather than via email so I could update my MX records. There was no need for me to talk to an actual human to get that alternate method, an AI chat-bot could have performed that function.
Part of the reason it’s demoralizing is that most of the time the poor support people don’t actually have the power to fix the problem that the person on the other end of the line is having. In many cases they’re punished for letting someone cancel service which is why you keep getting passed around until someone takes pity on you and accepts the hit to their metrics. I know sometimes people suck but I think we mostly suck when the systems we operate in make it impossible to lean into our humanity.
Dealing with AI support is horrendous, they don’t help. They mark as resolved quickly because they end the convo. I just stop dealing with them if I can.
CEO, this year: Balance sheets look great! labor costs way down!
CEO, years out: Looks like profits are going down as people realize our products are shit., Better fire more people. Maybe I’ll sell off some assets too!
repeat until bankrupt
then recieve government bailout and repeat ad infinitum
I love people cosplaying as CEOs who clearly love being called a CEO. In reality, they have a product that’s likely a clone of an existing better product and barely have any employees.
If I had to guess it will go poorly. Having tried to use ChatGPT for parts of my job, it gets a lot subtly wrong. If I had just let it do my job, it would make a mess.
If like to see how long this company still exists. I don’t think the technology is even remotely ready to really do this kind of thing.
and doesn’t receive any wages or sick leave, obviously.
Well, not exactly, but these AI response systems are not cheap to run, you either:
A: Need to use a third party which charges you a non-trivial amount of money per response
B: Host it yourself on the cloud, which charges you a non-trivial amount of money for computation costs
C: Host it yourself bare metal, which costs a VERY non-trivial amount of front for hardware and still costs you a nontrivial (but lower amount) monthly for electricity/maint
But yeah no… they are a shit tonne cheaper than people though. So it is that the horse is being replaced by the streetcar.
