this post was submitted on 07 Oct 2023
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This was pretty much the very first thing to be replaced by AI. I'm pretty sure it'd be way nicer experience for the customers.
Doubt. These large language models can't produce anything outside their dataset. Everything they do is derivative, pretty much by definition. Maybe they can mix and match things they were trained on but at the end of the day they are stupid text predictors, like an advanced version of the autocomplete on your phone. If the information they need to solve your problem isn't in their dataset they can't help, just like all those cheap Indian call centers operating off a script. It's just a bigger script. They'll still need people to help with outlier problems. All this does is add another layer of annoying unhelpful bullshit between a person with a problem and the person who can actually help them. Which just makes people more pissed and abusive. At best it's an upgrade for their shit automated call systems.
Check out this recent paper that finds some evidence that LLMs aren't just stochastic parrots. They actually develop internal models of things.