431–440 of 608 posts
--Steve Jobs
We are adding AI features to our product and being very careful to disguise them and make it not “feel” like AI. Our customer base about 70% can’t stand AI, 20% doesn’t care, and 10% thinks it’s the greatest thing in the world.
AI isn’t actually a description of consumer value. It’s a tool to create that value Selling an “AI” product is like describing a C++ compiler as a feature to someone buying a video game
"written in rust"
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I would love to see an app/overlay that displays what each option is during the call. Some system where you don’t have to listen to the whole list of “press x for y”. I have no idea how to go about implementing such a thing, but it would be cool if someone picked up the idea and ran with it.
Android does this fairly well for me - it will list out the options as they are spoken, and you can click on them directly to type the number. I believe (but haven't seen this recently) it will pre-render the options before they are read if it has knowledge of that phone tree.
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>while consumers just want to know "what is this product going to actually do for me," and care less about whether it is implemented with the buzzword du jour. I would say that undersells the (not neutral, actively negative) impact of AI to many. What many people hear is "made with the tech that plagiarizes, leaves artists (and soon you as well) without a job, and makes things generic and bland!" You might as well ma…
Apart form all other comments which are mostly from IT insider perspective, which most mankind simply doesn't have, AI means real rather than potential job loss in future. I've talked to doctors, drivers, lawyers etc. and most white collar and many blue collar jobs feel the threat. Which, based on various news, feel justified even if not immediate. Even if its not the same llm per se, but the word "AI" is already tar…
I mean, I haven't seen AI being used to replace even the most menial jobs. Plenty of companies have been trying to use AI to do things, but embarrassing and costly failures and negative customer response has made progress very slow. How can a lawyer or a doctor be worried about AI replacing them when AI can't even replace the 15 year old worker taking orders at the McDonald's drive thru? At this point I'm not fully convinced of even potential job loss from AI.
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The problem is a problem of choice I believe. When we use AI ourselves via tools like chatbots, harnesses etc. we are mostly actively choosing to do so, and have some control. We can always just decide to stop and do the work ourselves if its not working out. In the call center/situation of companies embedding it in their products, often its not in a way that gives users the choice. They are forcing it onto their use…
Well you also have to recognize that call centers are a net negative for every organization, especially as (almost) no one makes (B2C) purchases over the phone anymore. Whenever you call a company you are costing them money. With automation, you cost them less money. If they inconvenience you, all that does is discourage you from calling them more, which, again, leads to even more savings for them. The incentives are…
Example: At least here in the US plenty of companies still require calling in to cancel. Include that by default as a user flow/feature (and we're getting better but many utility, gyms and other companies still require calls) and boom, you've gotten rid of probably 50+% of call volume in many places still requiring this.
But of course they want the best of both worlds as you describe. They want to inconvenience the hell out of you for things that are 100% able to be implemented as just regular user flows so they can get people to just drop it while also saving money on these flows with LLM's.
For most consumers AI will be a net negative. Already I can tell more and more companies use it in their call centers and support workflows, often just to stonewall customers: they reply very politely and with great attention to detail but will not solve your issue as they don’t have any decision power. I really don’t look forward to this new world, AI is a powerful and useful too for creators but it will and already…
Why would anyone need to make a call in such a LLM intermediated scenario? Your llm should talk to their llm. You really yearn for call centers just so the person stonewalling you can be a human paid minimum wage? Call centers are miserable, what satisfaction do you get from wanting humans involved in such a dystopian enterprise?
AI isn’t actually a description of consumer value. It’s a tool to create that value Selling an “AI” product is like describing a C++ compiler as a feature to someone buying a video game
Switching from ASM to C for videogames defined the 16 bit and 32 bit eras.
Switching to C++ defined the (roughly) Xbox and PS2, PS3 eras.
A) Crap marketing departments slapping AI on everythign
B) Actual organic hate for AI a la booing at graduation ceremony
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What is is about management where they can't see how bad and half-baked these customer service agents are, but the customer can tell INSTANTLY they're AI and just not helpful in the slightest
I recommend everyone in this thread call OpenAI and talk that support agent. I had some issue and tried to trip it up, spoke naturally and ambiguously, and it actually did a pretty good job.
What's more interesting is the cases where it isn't. Those prove that the idea can be good, but it's obviously a lot more work than "have an LLM answer customer questions".