Comment on Atlassian terminates 150 staff with pre-recorded video, AI customer contact solutions rolled out

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themeatbridge@lemmy.world ⁨12⁩ ⁨hours⁩ ago

So, I agree with you, and I am the same way. But you and me, we represent like a fifth of support callers. AI could deflect an alarming number of daily support cases. Just finding information in the documentation often requires a deep and thorough understanding of the product, and it’s really difficult in documentation to separate “this is a common problem everyone has” from “this weird thing has never happened before and you need to talk to the dev who coded the fucker.” AI is fairly good at that level of pattern recognition.

The problem is that you still need the people to take the hand off, and deflection doesn’t mean they got the right answer, it just means they left.

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