this post was submitted on 15 Feb 2024
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Chatbot = basically free
Yearly employee = probably about $100k incl benefits
Should they hire a person? Absolutely. Will they if they can get away with it? Aww hell naw.
You are pretty optimistic they would pay $100k for this job. It is probs far less, which makes this even worse, they are not saving that much money really.
It’s probably half that, but a chatbot can serve thousands of users whereas an employee can manage a few at a time.
Confirmed. As someone who has led customer operations at large companies, the scale of chatbots to address a userbase is absurd. Companies are more than willing to take the hit to their reputation and customer goodwill in exchange for not needing to hire as much staff, train them, manage their schedules or deal with benefits and performance reviews. Cutting all that cost is an instaboner to execs and a nightmare to support managers who actually care about quality.
The amount of $700 judgements that Air Canada would need to be hit with to make replacing humans with chatbots a losing proposition is too high. It'll never happen.
Sadly, in my decade of experience, I've yet to see any bots able to reliably handle much beyond 'where's my order?'.