The tech is already good enough that any call center employees should be looking for other work. That one is just waiting on the company-specific implementations. In twenty years, calling a major company’s customer service and having any escalation path that involves a human will be as rare as finding a human elevator operator today.
the tech is barely good enough that it is vaguely maybe feasibly cheaper to waste someone’s time using a robot rather than a human- oh wait we do that already with other tech.
“in 20 years imagine how good it’ll be!” alas, no, it scales logarithmically at best and all discussion is poisoned by “what it might be!” in the future, rather than what it is.
It’s not necessary to improve the quality to make this happen, only to train it to work with that company’s products and issues, and integrate it into whatever other systems that may be needed. Just need enough call logs for training data, and that’s already something that’s collected.
except current robot systems and people are likely cheaper, especially when you consider companies are liable for what llm say. which leaves, essentially, scams and other slop, as the last remaining use cases. multi trillion dollar business without a use case.
what money saved on wages?? it’s competing with a dollar a day laborers. $10 per 1 million tokens, for the “bad” (they all suck) models (something that cant even do this job!). if you can pretend the hallucinations dont matter, you are getting a phone call for (4 letters per token, 6 minute avg support call, 135 wpm talking rate let’s say 120 to be nice -> 720 tokens per call) = $0.0072 per call. the average call center employee handles around 40 calls a day, so hey, the bad cant-actually-do-it chatgpt 4 is 70 cents per day cheaper than your typical call center indian!
Except. that is the massively subsidized money hemorrhaging rate. We know that oai should be charging probably an oom or two more. and the newer models are vastly more expensive, o1 takes around 100x the compute, and still couldnt be a call center employee. so that price is actually at least $30 per day. Cheaper than a us employee, but still cant actually do the job anyway.
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The tech is already good enough that any call center employees should be looking for other work. That one is just waiting on the company-specific implementations. In twenty years, calling a major company’s customer service and having any escalation path that involves a human will be as rare as finding a human elevator operator today.
the tech is barely good enough that it is vaguely maybe feasibly cheaper to waste someone’s time using a robot rather than a human- oh wait we do that already with other tech.
“in 20 years imagine how good it’ll be!” alas, no, it scales logarithmically at best and all discussion is poisoned by “what it might be!” in the future, rather than what it is.
It’s not necessary to improve the quality to make this happen, only to train it to work with that company’s products and issues, and integrate it into whatever other systems that may be needed. Just need enough call logs for training data, and that’s already something that’s collected.
except current robot systems and people are likely cheaper, especially when you consider companies are liable for what llm say. which leaves, essentially, scams and other slop, as the last remaining use cases. multi trillion dollar business without a use case.
The money saved on wages would cover a LOT of liability. And most people that have a case don’t pursue it anyway.
what money saved on wages?? it’s competing with a dollar a day laborers. $10 per 1 million tokens, for the “bad” (they all suck) models (something that cant even do this job!). if you can pretend the hallucinations dont matter, you are getting a phone call for (4 letters per token, 6 minute avg support call, 135 wpm talking rate let’s say 120 to be nice -> 720 tokens per call) = $0.0072 per call. the average call center employee handles around 40 calls a day, so hey, the bad cant-actually-do-it chatgpt 4 is 70 cents per day cheaper than your typical call center indian!
Except. that is the massively subsidized money hemorrhaging rate. We know that oai should be charging probably an oom or two more. and the newer models are vastly more expensive, o1 takes around 100x the compute, and still couldnt be a call center employee. so that price is actually at least $30 per day. Cheaper than a us employee, but still cant actually do the job anyway.