Because that's crazy to me. Humans can be reasoned with. AI can't. My experience with the likes of ChatGPT tells me that if the AI is wrong about something (which it very very often is), there's no point trying to explain to it that it's wrong or how it's wrong, it will say something like "You are right, sorry for the confusion." and follow up with the same or a similar error again.
AI might eventually become an alright first line, but losing the option to speak with a human -- an intelligent entity which can actually be reasoned with -- seems dystopic.
Even as the top tier tech support for a complex product, 99% of my calls could have been dealt with well by chat gpt in its current form. And my customers would have a more concise outcome, without the variability of my mood, hold times, judgement of their tone etc to effect my advice.
I can’t wait for more ai cs so I can stop talking to a fuckwhit, and talk to an ai that’s almost certainly far more equipped to handle my query.
With humans you have a chance to escalate. With a chatbot, you might as well take your business somewhere else.
It's usually well hidden though, to save money.
No. We're talking about the future. ChatGPT doesn't have millions of hours of customer service experience. It has zero!
(Well, unless you count the RLHF stuff, but my point is it isn't actually learning from human feedback, although we don't actually know what they're doing with those thumbs up / down buttons...)
> losing the option to speak with a human
Already the case at many companies, sadly. (In those cases, if not elsewhere, it's going to be a significant improvement.)
We're just too impatient to wait for GPT-7 aren't we?
Hatred of phone calls aside, I heard an interesting take from Alex Hormozi (paraphrased): "You're on the phone and you say, are you human? No? Oh thank God, because you know the AI has a thousand times more experience than all the humans combined."