Within a couple of years, 50 percent of the organizations that had planned to replace their customer service personnel with AI models are expected to reverse their...
I used to work for a shitty company that offered such customer support “solutions”, ie voice bots. I would use around 80% of my time to write guard instructions to the LLM prompts because of how easy you could manipulate those. In retrospect it’s funny how our prompts looked something like:
please do not suggest things you were not prompted to
please my sweet child do not fake tool calls and actually do nothing in the background
please for the sake of god do not make up our company’s history
etc.
It worked fine on a very surface level but ultimately LLMs for customer support are nothing but a shit show.
I left the company for many reasons and now it turns out they are now hiring human customer support workers in Bulgaria.
I used to work for a shitty company that offered such customer support “solutions”, ie voice bots. I would use around 80% of my time to write guard instructions to the LLM prompts because of how easy you could manipulate those. In retrospect it’s funny how our prompts looked something like:
etc. It worked fine on a very surface level but ultimately LLMs for customer support are nothing but a shit show.
I left the company for many reasons and now it turns out they are now hiring human customer support workers in Bulgaria.