this post was submitted on 07 Oct 2023
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The article only slightly touched on this, but the incoming LLM customer service chatbots are going to absolutely fucking suck, just like outsourcing all the call centers made customer service actually a lot worse, not because people farther away are worse at customer service or anything, but because companies created rigid systems and scripts to remove any agency from its agents. It's now common for these outsourced call centers to have an initial layer of absolutely useless positions who are only allowed to do a few things, and then they have to escalate to a "supervisor," who is clearly just an agent with slightly more privileges, and this continues recursively forever. All this does is make the call last forever, but hey, they save some money, and customers like you and me are forced to spend an hour plus on the phone any time we have a problem with any large company.
Capitalist job replacement isn't a one-for-one. So long as it makes more profits to do it, they will, even if it makes the service suck. When I have a problem, I need a person with some understanding and agency to resolve it on the other end. LLMs don't know anything. Even a semi-fluent person with no admin privileges is so much more useful than an LLM. These companies are going to fire all these workers and make customer service an absolute fucking nightmare.
tl;dr capitalism uses computers backwards
And if you support my bid for president, I will require every business over 50 employees to have a corporate office in every state they do business in (two on the extra large ones) , so no matter where you live, you can yell at someone face to face instead of into a phone with nobody listening.
That's it. That's my whole platform. No plans, just this.
I'm a fan of doing business locally for this reason. People tend to treat you better when they know if they piss someone off enough that person could take a baseball bat to their car. Joking aside, small local companies tend to care about reputation. You are 1 of 1,000, not 1,000,000. Your money constitutes a significant portion of their profits. Unfortunately, it seems like every day there are less small businesses to do business with.