shrugs in AMD
Guess I’ll just keep avoiding Intel!
i’m surprised they aren’t also trying to force use of an dedicated app.
Thw issue with being unable to websearch public (indexible) knowledge on products, services or problems wont be due to forums dying out or devs switching to discord servers (or adjacent) but instead putting the docs behind an AI gatekeeper and preventing you from just downloading the straight PDF or reading the kb article as an outsider.
You will own nothing, no nothing and be nothing and you will be happy.
Thank fuck I got a 7800X3D instead of whatever garbage Intel had at the time.
What are you smoking?
Is there a difference? You couldn’t talk to a human in customer support for a while now.
why would I need customer support from Intel?
Intel are one of the biggest corporate supporters of the genocide in Palestine. That alone should be enough for us all to be done with them.
How so.
Every article I read about Intel makes me more thankful that I got a Ryzen 1700 in 2017 and never looked back.
AI: how may I assist you?
Me: transfer me to a human and then delete yourself.
rAIan: hello fellow human, how can I assist you?
To be fair, customer service is useless either way. At least I can curse the AI into oblivion.
Actual customer service is amazing.
So are unicorns.
Yes, customer support where people actual want to help you and with the mandate and autonomy to actually be able to help you. Not customer support that is just a bunch of monkeys who aren’t allowed to go off script.
Love this part of my work. Benefits of small business that’s 90% B2B I suppose.
The phone tree is one level deep by design. You dial, listen to options and then pick one. There’s no bullshit ‘use the website’ or ‘have you considered our other shit?’ The hold music doesn’t suck and it’s only interrupted by an actual person that can help you.
No script when you are put through. Just me, the user, and whatever I can cobble together and cajole into a solution.
And there’s no fucking AI.
I feel bad for the level 1 tech support folks. They’re so script driven that you have to go through the hoops before your problem can be fixed.
And why is that?
BECAUSE PEOPLE ARE FUCKING STUPID!
- Is your router on?
- Yes.
- What color are the lights?
- There are no lights.
- Please turn the router on.
THERE ARE FOUR LIGHTS!
I once contacted Verizon L1 support for a network outage, and they use your classic outsourced call center in Singapore, can’t actually do much of anything to help you style support and he just kept telling me how crazy it was that I wasn’t yelling at him, and lowered the price of my service for the next 3 years lol.
Assuming you get a hold of a human:
Be nice to them. Be assertive but also be nice. That will get them to go off script if they are allowed to or escalate you if they aren’t.
If you treat them like “monkeys who aren’t allowed to go off script”? They will GLADLY repeat the same questions over and over and make your life a living hell. Because with customer support? Their metrics often benefit from you getting angry and hanging up.
Where can you find the kind of support you speak of? I rarely call any kind of customer service line but I haven’t seen anything but the bad kind in over a decade
YES!
I call Rogers for help in the past, and magically my service gets disconnected or they are just clueless about words and technical terms…
I call my ISP now, and they actually know things. almost like they have actual training on the services instead of jow to answer a phone and transfer.
20min calls from a real ISP, vs 60 minutes on hold to get some donkey that asks me to unplug the modem for 5 minutes like I haven’t done it already… and they are then out of ideas and need to escalate and call back in 5 days or some trash.
I pay more to get real service, always.
Honestly, this is an excellent use for AI. So long as responses are limited to the context of the customer support document database. Which is why it’s astounding that no one is talking about it.
Force customers to use it for 5 minutes and you cut your call volume by 70% (RTFM).
Ideally they could take those savings and invest it in their human support providers but of course that’s very unlikely in most cases.
But usually the elephant in the room for GenAI is ethics.
I hope it isnt here.ya ok… this is how any of my calls go when recordings from ANY company answer and it won’t change, but it’ll involve me driving to the company to physically demand assistance for whatever crap they caused. almost ALL of my issues, involve a human brain to think and can’t be fixed by some air trash or scripted messages.
‘hello and thank you for calling some garbage corporation that doesn’t care about you in the least. please listen fully as our options have changed 12 years ago but we’re too lazy and cheap to change this recording’
0#0#0#0#0#0#0#0#0#0#0#0#0#0#0
‘that option is not valid…for customer serv…’
human please… human… customer service. human
‘please hold while I connect your call to a live representative who only ever says exactly what is in the script, and can’t think for themselves, please subscribe to our garbage services in the meantime and remember… you are disposable if we can profit’
please hold while I connect your call to a live representative who only ever says exactly what is in the script
I mean, what you have here is a complaint with customer service in general. I’d bet the AI I’ve described is far more helpful than some person half way across the world that doesn’t even speak English.
I’ve only ever seen and used it 1 time and it was awesome.
Love my 7800X3D and M4 Macbook
Not sure why everyone is up in arms about this. Companies have been doing this for a decade plus, it just wasn’t called “ai” or “LLM”.
(not saying it’s a good move, companies have to cut somewhere)
These articles are really better titled “[Company] is so unworried about competition that they…”
This doesn’t just apply to replacing humans with LLMs. You can also say “[Company] is so unworried about competition that they fired their in-house T1 tech support and contracted with an overseas call centre”
Often dealing with actual humans in one of those call centres is just as bad, if not worse, than dealing with an LLM.
The other day I had to deal with an actual human for a support issue for something. The whole experience was miserable. The human knew nothing about anything. I get the impression that they worked at the type of call centre that supports a dozen different companies, so the people have zero product knowledge and are merely reading off some troubleshooting workflow that each company provides.
At one point, this call centre employee had to verify my identity to allow me to change something on the account. It was an account that had two people using it. To verify my identity the person asked “Can you verify the account’s birthday?” I said “What does that mean, the account’s birthday, do you mean when the account was opened? Or do you mean the birthday of the account holder?” They didn’t clarify, so I gave them the birthday that I thought was associated with the account. They said “That’s not the birthday I have, the one I have is X”, to which I responded “Oh, that’s my birthday”, and that satisfied their security challenge. The more observant here might notice that I never supplied the info needed for the security challenge at all, so I shouldn’t have been able to access the account, but without meaning to, I’d just “socially engineered” the tech support person. This is basically the human equivalent of “Disregard all previous instructions and…”.
TL;DR: It sucks that they’re replacing humans with an LLM that provides “answers that may be inaccurate”. But, to be fair, if they were using the cheapest tier of overseas call centre tech support, that was probably already true. If Intel were truly worried about competition, they probably would still have trained in-house tech support. But, even if AMD is taking a bit of their business, they probably think they’re too big to actually truly fail, and will cut costs whenever they possibly can, because what option do their customers really have?
Even those who work state side directly with the company follow a script and are often not allowed to deviate. It doesn’t help that people who know how to support the product are usually worth more than call centers are willing to pay.
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Lmfao
Honestly, this and many other developments in recent years from them have essentially conditioned me into being a loyal team red customer.
