Hacker News Reader

Comment by mntruell | Hacker News Reader

Not all of them (e.g. security@)! But our support system currently is. We are standing up a much bigger team here but are behind where we should be.

View on HN

Can you please explain why something as basic as getting support needs to go through an AI?

Are you truely that cheap? Is this why it took you guys 3 months to get a basic contract back to us?

Good human support is expensive. You need support agents and people that educate and manage those. It's not easy to scale up and down usually. People also hate waiting times.

AI fixes most of that... Most of the time? Clearly not, but hey.

> Good human support is expensive.

And bad AI support is also proving to be expensive.

AI doesn't fix any of that because it's not good. For example, you can easily reduce waiting times to 0 with human support by replying "can't help" to every request. So unless you have good AI support, the fact that it can reduce waiting time is not an improvement.

Same with scaling- what's hard is scaling good quality, not just scaling, so without good AI you've again gained nothing

Basic and cheap? Maybe this attitude towards support work is why.

If the reasoning was "we are growing fast and struggling to stand up more robust support so we are launching this as a temporary holdover" then I would have expected the system to have announced that it was an AI bot rather than being identified with a human name.

filtering (besides spam) and answering emails is a place where AI agents shouldn't be imho

Reply on news.ycombinator.com