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In gaming, it’s clear whether you face an NPC or a player.
Customer service should be no different... right now, it feels like we’re in a match without knowing who’s on the other side.
15.8. klo 23.16
A problem with the slow creep of AI into customer service interactions is that on one hand you know that threatening the model with physical violence will improve outcomes, but on the other you know that if it's a human you're getting sued
These things need to be way more clear
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