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Comment by t_mann | Hacker News Reader

Sounds like a mundane way of saying "let's create more templates so we can direct customer requests to callcenter agents who don't know anything about the enquiries they're dealing with (and probably even try to replace those humans with chat bots / online forms)". Perhaps being a bit cynical here, but I'm not really optimistic about the UX that's going to create for regular customers.

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Might be a European perspective, but I wonder how much a "right to speak to a human" would improve Bit UX as a 2nd order effect. Like, after a certain amount of revenue, your 1st level support needs to be able to be able to( or forward you to someone who can) do every possible interaction that is possible on your system, within 5 or 10 minutes median waiting time, with some simplicity constraints on basic things like cancellation (including a ban on upselling, delays etc), written with a "spirit not letter" style like GDPR. Either make a very expensive callcenter or a good UX

I think the problem there is that talking to a human per se doesn't help much, if said human isn't qualified (and that might be for reasons as simple as not speaking/understanding your language sufficiently). I've had interactions with human call center agents for things as simple as rebooking a flight that could have been taken straight out of a Kafka piece.

Yeah, first the human have to understand the problem. Then they must have capability and rights to solve it. Want to solve it might be less important. But the metrics driven environment we are means they sometimes aim is not to fix issue, just have it look right in metrics.

I watched documentary not so long ago, 500 years from now those systems will fire 100% of the soft drink company employees after the stock dropped to almost zero because some idiot decided that water is better for, well, watering plants. So as a society we can get quite some mileage out of them!

Edit: Spelling, I suffer from severe fat finger syndrom which is compounded by typing specific legastenie.

"documentary" is an interesting way to describe the plot of Idiocracy (2006)...

This is the current reality, except the templates are generated by ML, and they are impossible to debug or explain.

The UX opportunity is how you apply information from the system. You can’t just accept the output as it is.

Templates generated by ML? Do you have any links to examples/explanations of how that works? I'm incredulous, why would one even think of doing that? The high frequency task is whatever the template is supposed to solve, not creating it. What would you even use to train the model (unless it's an OpenAI/DeepMind-level of general language model that can create a form from your verbal instructions, but talk about cracking nuts with sledgehammers)?

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