The author argues that customers do not actually want chat bots for customer service, contrary to what companies claim. Chat bots can only handle simple, routine queries, but for complicated issues customers want to speak to a human representative. Companies are pushing chat bots to reduce costs and increase profits, without considering the negative impact on customer experience. The author only sees chat bots as useful for customers when used to cancel subscriptions that require contacting customer service, showing how frustrating the current system is. The author believes we should build technology that customers actually want and would appreciate, rather than focusing on bad experiences or defending against them.
I don’t know what type of chatbots these companies are using, but I’ve literally never had a good experience with them and it doesn’t make sense considering how advanced even something like OpenOrca 13B is (GPT-3.5 level) which can run on a single graphics card in some company server room. Most of the ones I’ve talked to are from some random AI startup that have cookie cutter preprogrammed text responses that feel less like LLMs and more like a flow chart and a rudimentary classifier to select an appropriate response. We have LLMs that can do the more complex human tasks of figuring out problems and suggesting solutions and that can query a company database to respond correctly, but we don’t use them.