this post was submitted on 28 Apr 2024
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You'd be surprised how often we can automate a customers enquiry with ML (not even generative AI). Humans are still there as a fallback, but it's a way better experience to give instant help to the person if possible and then put them into the queue if they have a more complicated problem. Searching is not really in the same context as automating customer queries, although I guess it could depend on the domain to an extent.
Are you using a self hosted open source system, or a saas subscription? I'm genuinely interested.
We use a home grown classification model for our customer facing stuff. There are some applications of LLMs we are using a SaaS for as it's quick to get going but we are also working on fine tuning an open source model as well so we'll see what ends up working better in terms of cost vs performance. That's not going to be customer facing though, we don't serve any generated text to customers.
If a request is simple and common enough that the request can be automated, then it is most likely something that I'm already pissed off about having to call in about since it should have been a feature on the company's website.
Yes but how often do you call? People like us make up like 1% of their calls, 90% come from people asking 'how do I download the Google?' or 'I saved a picture of my cat where did it go?' and 9% is people with general questions they could have found online but they didn't want to get into it.
Hahahahaha
Oh, you were serious?
Yes this is literally my job dude but go ahead and tell me how wrong I am