For the #1, when I saw the demo of GPT-4o talk to an other AI in a somewhat convincing scenario, I felt like it was the first time I could saw AI as a real threat to thousands of customer service companies.
A majority of those jobs is scripted and the employee doesn’t have a deep enough knowledge to be helpful in any other way. I worked at places where the customer service support wrote all those processes and the teams were trained to follow the scripts.
With AI having the ability to analyze text and talk with expressions and feelings… they’re a perfect and cheap replacement that can be scaled easily.
If companies are not training their employees to gain deeper insights and level up their support I feel like they are in great danger
Klana reduced it's workforce by 700 (out of 3000) people after implementing an AI-powered chatbot:
> We made the announcement to say the consequence of us launching the technology is we need the equivalent of 700 fewer full-time agents than what we usually use on an average basis. On average, we need 3,000 agents, now we need a little more than 2,000.
> It's on par with humans in terms of satisfaction and it resulted in a 25% reduction in repeat inquiries from customers
> We've stopped hiring in the last six months. We're shrinking as a company, not by layoffs, but by natural attrition. Klarna tries to apply AI across all products and services and work we do. It's having implications on how many people we need as a company. This is one time that a single product improvement led to a massive reduction in need for customer service agents.
Say a fraudster rips off 90% of what is in your checking account right now, you contact the bank and a language model tells you everything will be resolved shortly.
There is no reality now or in the future that this is good enough. Customer service is not just about getting the problem resolved, it is about having someone to blame when the resolution doesn't work.
If anything, I can picture a future that most knowledge work has some form of customer service involved, because that is exactly what can't be automated. A human that takes the blame/responsibility.
