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

Comments

• irotsoma@lemmy.blahaj.zone ⁨59⁩ ⁨seconds⁩ ago

  Glad I don’t rely on their stuff because the support is about to get enshitified. The company I work for does though…so…

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• blarghly@lemmy.world ⁨1⁩ ⁨hour⁩ ago

  Welp, time to start self hosting a trello clone for my todos

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• Semi_Hemi_Demigod@lemmy.world ⁨14⁩ ⁨hours⁩ ago

  Like any new technology, it will feel awkward to start [using AI for everything], but every business person, every business leader, every government leader, and every bureaucrat should be using it.

  Yeah that’s not creepy at all.

  Can I get a gif of that cone game that brainwashed the crew of the Enterprise D?

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  • teft@piefed.social ⁨13⁩ ⁨hours⁩ ago

    Image

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  • skisnow@lemmy.ca ⁨10⁩ ⁨hours⁩ ago

    The stupid thing about replacing staff with “AI customer contact” is that the AI can only really spit out the same stuff you put in its knowledge base, i.e. the stuff that in the documentation in the first place (and maybe perform limited actions that also would have had to be implemented as forms). All it does is save someone broadly 0 seconds on what it would have taken to do a regular search of the documentation.

    If I’m actually phoning up Atlassian to ask something it’s because what I want isn’t available online, and AI doesn’t solve that at all.

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    • TheBat@lemmy.world [bot] ⁨5⁩ ⁨hours⁩ ago

      Humans are good at exception handling.

      LLM isn’t. At all.

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    • ramble81@lemmy.zip ⁨9⁩ ⁨hours⁩ ago

      It’s the same thing with Stack Overflow. Usage in dropping because devs are relying on AI…. that got its information from SO. What’s gonna happen when you start running into new problems?

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    • themeatbridge@lemmy.world ⁨9⁩ ⁨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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    • Angry_Autist@lemmy.world ⁨7⁩ ⁨hours⁩ ago

      That’s why there are 3 tiers of support

      I guarantee they aren’t replacing tier 3 yet, meaning that problems the AI can’t solve will theoretically see a human

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  • ifmu@lemmy.world ⁨13⁩ ⁨hours⁩ ago

    Interesting how all those who are listed are people who AI is targeting: people who don’t understand AI.

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    • ogmios@sh.itjust.works ⁨12⁩ ⁨hours⁩ ago

      Meanwhile there are a not insignificant number of people doing everything they can to erase the population which actually invented the technology, and therefore does understand it. It’s probably not a coincidence that those people are speaking up the loudest about misusing the tech.

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• skisnow@lemmy.ca ⁨10⁩ ⁨hours⁩ ago

  Six months’ pay isn’t bad. Certainly enough time to get together with your former colleagues to develop and roll out something far better than JIRA…

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• derpgon@programming.dev ⁨13⁩ ⁨hours⁩ ago

  I hate Jira, I hate how bloated and slow it is, and I fucking despise all the AI shoving up my face. Now they added a unclosable sidebar with all their apps nobody uses, but you can’t get rid of it.

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