Comment on Atlassian terminates 150 staff with pre-recorded video, AI customer contact solutions rolled out
skisnow@lemmy.ca 2 weeks agoSupport callers for banks and ecommerce maybe, but Jira is a tool for educated professionals.
Comment on Atlassian terminates 150 staff with pre-recorded video, AI customer contact solutions rolled out
skisnow@lemmy.ca 2 weeks agoSupport callers for banks and ecommerce maybe, but Jira is a tool for educated professionals.
themeatbridge@lemmy.world 2 weeks ago
[glancing around my office at all the people using jira] Yeah, sure. That’s the intention.
Seriously, though, I’m an “educated professional” with a liberal arts degree who uses jira every single day. Being an “educated professional” doesn’t mean you have PM skills, or tech troubleshooting skills, or know how to search documentation for your problems. Educated professionals are a cross section of the larger population, and are more or less a representational sample of the whole of humanity. There are proportionally as many people whodon’t know what a Kanban board is, or can’t figure out why they don’t have permission to delete the 350 epics they accidentally created.
AI assistance is like an interactive FAQ. It can do a little more than a static list of questions and answers, but the answers should also be validated by a human with the knowledge and understanding of the underlying systems. AI agents hallucinate and make up answers all the time. LLMs are essentially pattern recognition, and novel problems often break patterns. A human would go “huh, that’s weird.” An AI will classify a platypus as a duck and tell you with confidence how to pluck it.