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High-profile examples are on the rise: Salesforce laid off 4,000 customer support workers, saying AI now handles 50 per cent of its work.
I have never had a positive experience with AI support. I have almost never had a positive experience with human support.
Both suck hard and that by design. No need for either of those.
I recently called a contractor to do some work on my house. The first call to them was fielded by an ai assistant who couldn't answer the questions I had about if they even did jobs like the one I had.
After a few rounds I gave up and ended the call. Then I get a text shortly after from their system trying to reengage me.
I ignored that too, as they were starting to piss me off.
Then, about ten minutes later I get a voice call from them, and it is a human! Yay! I ask her my question and quickly find out she is in a call center and also can't tell me if they even work on jobs like the one I have.
This was my first and last experience with that company.
I see that as the way most companies will go. Poorly slapped together ai experiences, a workforce that is an army of contractors, and no one to help at the end of the day with anything mildly outside the box. This will be normalized, companies will spend less on people and get worse results.
Salesforce is having financial issues, so AI could very well be an excuse for layouts that don't immediately signal their problems are getting bigger to investors. They're passing off a desperate cut as a strategic tech based cost savings measure