They don’t give the average call center worker the ability to fix anything already. The gig mostly became being there for customers to abuse at some point with a bit of passing a handful of people up the chain one step closer to a person with the authorization to maybe offer you appeasement for a problem they won’t actually fix.
Comment on Bill Gates: People saying AI will create more jobs don’t understand what’s coming
chicken@lemmy.dbzer0.com 9 hours ago
Transcript:
Interviewer: So tell me about why you think AI really will take jobs away from human beings at a significant scale. Bill Gates: Yeah, so there’s no doubt to date, AI has created more jobs than it’s destroyed. The demand for the skill sets even just to build the data centers is very, very high. We have a, you know, a reasonably low unemployment rate. The superiority of these systems is subject to a threshold where you have to believe that it’s incredibly reliable. And if you’re going to have your tele-sales or tele-support capability be AI-driven, you want to make sure that its accuracy is better than humans. And so the only profession we’ve truly crossed over that threshold is coding. And even there, I know a lot of people who are, you know, kind of stuck in the past and, you know, don’t want to use the AI for coding. But managers of coders get that most applications can be developed very inexpensively. We will, in the next few years, cross over those thresholds for accounting, legal work, tele-sales, tele-support where 24 hours a day in every language with infinite trivia capability and no urgency, you know, so you look at the AI nurse and their several companies. They have perfect memory. [Interviewer briefly clarifies something here, I removed this part because the autotranscription didn’t handle it well] You know, you go to San Francisco and ask people, do you rather ride in a Waymo or rather ride with the human driver? Go ask people in the UK who use limbic for mental health support. You know, so the notion that just the market demand preference for driving or the nurse, you know, or even the person on the phone will favor humans. That’s a quality threshold which will be passed through, you know, if say insurance companies are still doing human claims, medical claims, which is a very AI-capable task, then a competitor who has very few human employees will come in and change the pricing model for that industry.
I think robot customer support will always suck because whatever it is you need from the company, they don’t actually want to bother with you. Don’t think I’ve ever made a phone call because I needed “trivia capability”. It won’t be good because they won’t give it access or authority to actually help anyone.
sunsofold@lemmy.zip 8 hours ago
jj4211@lemmy.world 8 hours ago
He repeats the “better than humans at coding” which is super situational. Executives got so used to “code is code” mentality they can’t seem to understand that just because they can prompt up straightforward apps and other folks have done stunts like “make a knock off of this compiler” does not mean it’s just better than people.
Also very bizarre to say they have perfect memory, they are pretty spotty at that.
On the matter of support, it will generally always such because it’s rigged for the company in all matters where helping the customer would go against the company’s interests. Has been a long time. Why pay warranty when you can make it so painful they will give up?