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Comment by themafia | Hacker News Reader

If you replace customer service with LLMs I will look for a way to stop doing business with you.

Why care if "unthinking execution of a generic customer service script" is performed by an interpreter made of silicon or flesh?

Neither has any free will to deviate from the script. Both are useless in any case that's not handled by the script. The silicon one has better wait times though.

Why care if I spend my money with you or someone I perceive to provide better service?

I mean, it's my money, you need to justify your reasons for deserving it.

because the customer doesn't get to pretend that if they got angry enough, a real live person could be made to suffer by being fired. if anything, making the humans follow the canned responses only encourages this thirst for revenge in the customer. now THAT'S efficiency!

Competitors will be using LLM too.

You will probably be in the minority, and that minority will keep shrinking as AI keeps improving.

People already have to bear with deeply customer-hostile "support". I'd love to think that companies can't make it any worse than it already is, but realistically I know they're going to do just that.

Oh no. My decisions are unpopular. This has zero bearing on them.

Your other comments seem to imply that you believe that your decisions are popular, i.e. a customer base that hates you.

The number of businesses you can switch to is quickly diminishing.

True; however, that will not stop me from trying.

I mean, if you _want_ a customer base that hates you and will leave the very minute something better comes along, I guess you can choose to do that. I just have no idea why you would.

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