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by carlosjobim7 hours ago |
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upvoteby mrweasel6 hours ago|
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I still think this happens because the self-service solution aren't good enough and information isn't available where it needs to be. E.g. why is operational status for my ISP buried five pages deep behind an obscure link in a footer.
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upvoteby dzhiurgis7 hours ago|
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But chatbots can make decisions too.
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upvoteby carlosjobim6 hours ago|
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If they can, then it's going to be a nightmare for companies when people manipulate the bot to give them what they want, or a refund, etc.

It's practically putting these decisions in the hands of the customer, and if that's what you want to do, then why not put those functions into the customer facing UI to begin with?

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upvoteby CWhiting5 hours ago|
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I thought I remembered seeing this somewhere already where an AI chatbot was being tricked into producing working 50% off discount codes?

P.S. It was 80% and I read it 4 months or so ago: https://archive.is/20260311192059/https://medium.com/techx-o...

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upvoteby dzhiurgis4 hours ago|
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Much cheaper than having dedicated support tho.
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upvoteby vanuatu5 hours ago|
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the whole value prop of these companies is they can build you agents that perform actions (e.g process refunds, live troubleshooting, claims etc) without being manipulated
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upvoteby carlosjobim5 hours ago|
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Why would you need an agent for that? They need to look at a database or some rules to make their decisions anyway, so why not make a normal system to let the customer self-serve?
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upvoteby vanuatu5 hours ago|
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An agent is self serve. Even better because they can disambiguate intent at the top level

The average person gets frustrated with finding instructions and forms, they just wanna say “give me a refund” and an agent can execute it autonomously

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upvoteby dzhiurgis24 minutes ago|
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This.

It's been blatantly obvious for years now that the future is where we have single agent that works out kinks and problems for you. Astonishing, but most companies don't want you to do that, almost like they are dedicated to prevent you to have great ux. IMO few more years and shit like AI tarpit and captcha will be made illegal.

Gudnaet.

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upvoteby dzhiurgis4 hours ago|
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> why not put those functions into the customer facing UI

The whole reason of having support is because edge cases are never ending.

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