It matters less to me that the helper is an AI/human than the kind of help I'm getting.

The bigger problem to me is "help" is always framed as my needing to be educated, not a problem with the service. This is especially prevalent for technical customers who are legitimately trying to draw attention to a bug in the platform only to get how-to help articles pasted back to them.

▲

xmprt a day ago | parent | next [-]

> "help" is always framed as my needing to be educated

For many users, this is often the case, and front line AI support like this can handle that pretty effectively while giving your case faster live support. Would you rather sit behind 4 people in the queue trying to figure out why their device doesn't work without batteries when it's not plugged in or have them deal with AI to solve the problem while you get your real issue sorted out quickly after dealing with a handful of basic prompts?

	▲	hidelooktropic a day ago \| parent \| next [-]
		I agree that's why I would prefer to have AI if it does the job better and if it can be further trained to understand when to escalate in the case of a more technical user which I have found humans rarely do.
	▲	devilbunny a day ago \| parent \| prev [-]
		I wouldn't mind, if it ended up getting me a human at the end of the process. It's not quite at the level of the "shibboleet" XKCD, but I did once manage to get a much higher support tier at Comcast who was able to verify that 1) I had a problem that was their fault and 2) fix it. Even that guy was halfway on a script. Y'know, after I've read you a ping timeout three times from the Windows command line, I probably shouldn't have to read it verbatim to you again. It hasn't changed.

▲

appreciatorBus a day ago | parent | prev | next [-]

The article wasn't about this at all. It wasn't about customers, about AI customer service, or about seeking help.

▲

LorenPechtel a day ago | parent | prev | next [-]

Or technical customers with a case that was not handled properly. I'm thinking of long, long ago, ISP changed the Usenet server and didn't document it--not on their website, not with their tech support. It shouldn't have taken an hour and a third level support person to get we changed providers, here's the new address. First two levels simply couldn't comprehend that it was not a third party system that I was having trouble with.

▲

dmd a day ago | parent | prev [-]

Yet another person who responded to the title without clicking through to the article, which has nothing to do with support chatbots.

	▲	hidelooktropic a day ago \| parent [-]
		I understand the article is actually not about support chatbots specifically but seeing the conversation here talked about that it's not out of place to join in that discussion. Attempting to shame people by accusing them of not reading is hardly constructive. This isn't Reddit.