alt Hacker NewsIt matters less to me that the helper is an AI/human than the kind of help I'm getting.
The bigger problem to me is "help" is always framed as my needing to be educated, not a problem with the service. This is especially prevalent for technical customers who are legitimately trying to draw attention to a bug in the platform only to get how-to help articles pasted back to them.
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The article wasn't about this at all. It wasn't about customers, about AI customer service, or about seeking help.
Or technical customers with a case that was not handled properly. I'm thinking of long, long ago, ISP changed the Usenet server and didn't document it--not on their website, not with their tech support. It shouldn't have taken an hour and a third level support person to get we changed providers, here's the new address. First two levels simply couldn't comprehend that it was not a third party system that I was having trouble with.
Yet another person who responded to the title without clicking through to the article, which has nothing to do with support chatbots.
> "help" is always framed as my needing to be educated
For many users, this is often the case, and front line AI support like this can handle that pretty effectively while giving your case faster live support. Would you rather sit behind 4 people in the queue trying to figure out why their device doesn't work without batteries when it's not plugged in or have them deal with AI to solve the problem while you get your real issue sorted out quickly after dealing with a handful of basic prompts?