As an end user I have never asked for a chatbot. And if I'm calling support, I have a weird issue I probably need human being to resolve.
But! We here are not typical callers necessarily. How many IT calls for general population can be served efficiently (for both parties) with a quality chatbot?
And lest we think I'm being elitist - let's take an area I am not proficient in - such as HR, where I am "general population".
Our internal corporate chatbot has turned from "atrocious insult to man and God's" 7 years ago, to "far more efficiently than friendly but underpaid and inexperienced human being 3 countries away answering my incessant questions of what holidays do I have again, how many sick days do I have and how do I enter them, how do I process retirement, how do I enter my expenses, what's the difference between short and long term disability" etc etc. And it has a button for "start a complex hr case / engage a human being" for edge cases,so internally it works very well.
This is a narrow anecdata about notion of service support chatbot, don't infere (hah) any further claims about morality, economy or future of LLMs.
But! We here are not typical callers necessarily. How many IT calls for general population can be served efficiently (for both parties) with a quality chatbot?
And lest we think I'm being elitist - let's take an area I am not proficient in - such as HR, where I am "general population".
Our internal corporate chatbot has turned from "atrocious insult to man and God's" 7 years ago, to "far more efficiently than friendly but underpaid and inexperienced human being 3 countries away answering my incessant questions of what holidays do I have again, how many sick days do I have and how do I enter them, how do I process retirement, how do I enter my expenses, what's the difference between short and long term disability" etc etc. And it has a button for "start a complex hr case / engage a human being" for edge cases,so internally it works very well.
This is a narrow anecdata about notion of service support chatbot, don't infere (hah) any further claims about morality, economy or future of LLMs.