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A comment on /story/41308599. Parent comment

Re: by pc86 on Wednesday August 21, 2024 @10:30AM (#41310677)
People want their support solved as quickly as possible. They don't want to talk to AI support bots because it's just an inefficient, error-prone wrapper over the documentation, which if you have an actual support need (as opposed to "I just haven't read any of the documentation") that kind of AI support isn't going to be helpful.

If you have an AI customer support that can actually support customer service requests and provide resolution, people will use it and be happy about it, or at least indifferent.

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Re: by lupire on Wednesday August 21, 2024 @10:51AM (#41310878)
People who can understand what the AI is saying don't need the AI have problems the AI is too dumb and powerless to solve.

People who can't read the documentation aren't going to understand the AI's bad or even good summary of the documentation

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Re: by kukkeliskuu on Wednesday August 21, 2024 @09:55PM (#41315998)
This will depend on your product. I have a side project where I get a few support calls per day. 95% of the calls can be handled by just quoting documentation/FAQ verbatim. The customers are typically not very sophisticated computer users.
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