Yeah, nah

Well, as they are new and they are in training, the new employee has to show their response to their team members before they reply.

If they are going to reply incorrectly we stop them and show them what’s wrong with it.

We are quite small and it’s nice to just to help us with this process.

The bot is trained on our actual knowledge base data. Basic queries, it really does a great job, but when it’s something more system based or that is probably user error, then it can get a bit fuzzy.

I agree completely.

We have an AI bot that scans the support tickets that come in for our business.

It has a pretty low success rate of maybe 10% or 20% accuracy in helping with the answer.

It puts its answer into the support ticket it does not reply to the customer directly. That would be a disaster.

But 10% or so of our workload has now been shouldered off to the AI, which means our existing team can be more efficient by approximately 10%.

It’s been relatively helpful in training new employees also. They can read what the AI suggests and see if it is correct or not. And in learning if it is correct or not, they are learning our systems.