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Generative AI hype is ending – and now the technology might actually become useful
(theconversation.com)
this post was submitted on 20 Aug 2024
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Technology
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There’s a big claim from Klarna - that I am not aware has been independently verified – that customers prefer their bot.
The cynic might say they were probably undertraining a skeleton crew of underpaid support reps. More optimistically, perhaps so many support inquiries are so simple that responding to them with a technology that can type a million words per minute should obviously be likely to increase customer satisfaction.
Personally, I'm happy with environmentally-acceptable and efficient technologies that respect consumers… assuming they are deployed in a world with robust social safety nets like universal basic income. Heh
You can just go to the order and click like 2 buttons. Chat is for when a situation is abnormal, and I promise you their bot doesn't know how to address anything like that.
We can! We also know how to use web search, read an FAQ, interpret posted policies…
Some folks can’t find buttons under “My Account” but can find the chat box in the corner.
Also I suspect traditionally, you’ve been able to protect features from [ab]use by making them accessible to agents. Someone who would click a “request refund” button may not be willing to ask for a refund. I wonder how this will change as chatbots are popularized.