These articles are really better titled “[Company] is so unworried about competition that they…”
This doesn’t just apply to replacing humans with LLMs. You can also say “[Company] is so unworried about competition that they fired their in-house T1 tech support and contracted with an overseas call centre”
Often dealing with actual humans in one of those call centres is just as bad, if not worse, than dealing with an LLM.
The other day I had to deal with an actual human for a support issue for something. The whole experience was miserable. The human knew nothing about anything. I get the impression that they worked at the type of call centre that supports a dozen different companies, so the people have zero product knowledge and are merely reading off some troubleshooting workflow that each company provides.
At one point, this call centre employee had to verify my identity to allow me to change something on the account. It was an account that had two people using it. To verify my identity the person asked “Can you verify the account’s birthday?” I said “What does that mean, the account’s birthday, do you mean when the account was opened? Or do you mean the birthday of the account holder?” They didn’t clarify, so I gave them the birthday that I thought was associated with the account. They said “That’s not the birthday I have, the one I have is X”, to which I responded “Oh, that’s my birthday”, and that satisfied their security challenge. The more observant here might notice that I never supplied the info needed for the security challenge at all, so I shouldn’t have been able to access the account, but without meaning to, I’d just “socially engineered” the tech support person. This is basically the human equivalent of “Disregard all previous instructions and…”.
TL;DR: It sucks that they’re replacing humans with an LLM that provides “answers that may be inaccurate”. But, to be fair, if they were using the cheapest tier of overseas call centre tech support, that was probably already true. If Intel were truly worried about competition, they probably would still have trained in-house tech support. But, even if AMD is taking a bit of their business, they probably think they’re too big to actually truly fail, and will cut costs whenever they possibly can, because what option do their customers really have?
These articles are really better titled “[Company] is so unworried about competition that they…”
This doesn’t just apply to replacing humans with LLMs. You can also say “[Company] is so unworried about competition that they fired their in-house T1 tech support and contracted with an overseas call centre”
Often dealing with actual humans in one of those call centres is just as bad, if not worse, than dealing with an LLM.
The other day I had to deal with an actual human for a support issue for something. The whole experience was miserable. The human knew nothing about anything. I get the impression that they worked at the type of call centre that supports a dozen different companies, so the people have zero product knowledge and are merely reading off some troubleshooting workflow that each company provides.
At one point, this call centre employee had to verify my identity to allow me to change something on the account. It was an account that had two people using it. To verify my identity the person asked “Can you verify the account’s birthday?” I said “What does that mean, the account’s birthday, do you mean when the account was opened? Or do you mean the birthday of the account holder?” They didn’t clarify, so I gave them the birthday that I thought was associated with the account. They said “That’s not the birthday I have, the one I have is X”, to which I responded “Oh, that’s my birthday”, and that satisfied their security challenge. The more observant here might notice that I never supplied the info needed for the security challenge at all, so I shouldn’t have been able to access the account, but without meaning to, I’d just “socially engineered” the tech support person. This is basically the human equivalent of “Disregard all previous instructions and…”.
TL;DR: It sucks that they’re replacing humans with an LLM that provides “answers that may be inaccurate”. But, to be fair, if they were using the cheapest tier of overseas call centre tech support, that was probably already true. If Intel were truly worried about competition, they probably would still have trained in-house tech support. But, even if AMD is taking a bit of their business, they probably think they’re too big to actually truly fail, and will cut costs whenever they possibly can, because what option do their customers really have?
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