What i'm saying is that if the volume of support is high enough, and never even changed, it's completely possible to improve throughput without reducing demand for labor. The result is simply that you improve response times.

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tux3 3 days ago | parent [-]

But I think this comes back to the same question of understaffing/overwork. We have to ask what strategic thinking led to accept long response times in the past. And the answer is unequivocal.

Unless we're claiming there is an intractable qualified labor shortage in call centers, this is always the result of a much simpler explanation: it's much cheaper to understaff call centers

A company that wants to save money by adding more AI is a company that cares about cost cutting. Like most companies.

The strategy that caused the company to understaff have not changed. The result is that we go back to homeostasis, and less jobs are needed to reach the same deliberate target.

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missedthecue 3 days ago | parent [-]

OK, but in that case, we reach status quo but with fewer employees. Doesn't that meet your definition of efficiency gains?

	▲	tux3 3 days ago \| parent [-]
		Yep. I was arguing that in this case more efficiency means you can't need as many jobs as you would otherwise. That does meet my definition of efficiency gain if there are fewer employees. Whether that's a good thing and for whom is another question.