AI Will Be Met with Violence, and Nothing Good Will Come of It

Re:AI Will Be Met with Violence, and Nothing Good Will Come ... by StilesCrisis on Sunday April 12, 2026 @09:24AM (#47739345)

The vast majority of tech support is "Level 1," which are easily solvable problems that can be handled by a flowchart (or more recently, by an LLM). Things like "I want to return this item," or "I want to cancel service," or "I want to use a different credit card."

These things generally have self-service options, but many many people are uncomfortable with them and would rather have an agent solve it for them.

Consider that a lot of users nowadays only have a cell phone, no PC. It seems like an edge case consideration but it's really not.

[ Parent | on HN ]

Re:AI Will Be Met with Violence, and Nothing Good Will Come ... by Capricorn2481 on Sunday April 12, 2026 @10:35AM (#47740212)

I am telling you that I've seen AI support fail at level 1 and it's frustrating. It should be simple, but even cancelling your service or returning an item can have many edge cases that only a human can sort out.

[ Parent | on HN ]

Re:AI Will Be Met with Violence, and Nothing Good Will Come ... by StilesCrisis on Sunday April 12, 2026 @10:37AM (#47740239)

I have also experienced this; I'm not saying LLMs are great or infallible. Just saying that they are generally a reasonable replacement for L1 support. They are worthless for L2 or above.

[ Parent | on HN ]