Comment on Atlassian terminates 150 staff with pre-recorded video, AI customer contact solutions rolled out
themeatbridge@lemmy.world 2 weeks agoSo, 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.
skisnow@lemmy.ca 2 weeks ago
Support callers for banks and ecommerce maybe, but Jira is a tool for educated professionals.
themeatbridge@lemmy.world 2 weeks ago
[glancing around my office at all the people using jira] Yeah, sure. That’s the intention.
Seriously, though, I’m an “educated professional” with a liberal arts degree who uses jira every single day. Being an “educated professional” doesn’t mean you have PM skills, or tech troubleshooting skills, or know how to search documentation for your problems. Educated professionals are a cross section of the larger population, and are more or less a representational sample of the whole of humanity. There are proportionally as many people whodon’t know what a Kanban board is, or can’t figure out why they don’t have permission to delete the 350 epics they accidentally created.
AI assistance is like an interactive FAQ. It can do a little more than a static list of questions and answers, but the answers should also be validated by a human with the knowledge and understanding of the underlying systems. AI agents hallucinate and make up answers all the time. LLMs are essentially pattern recognition, and novel problems often break patterns. A human would go “huh, that’s weird.” An AI will classify a platypus as a duck and tell you with confidence how to pluck it.