Atlassian terminates 150 staff with pre-recorded video, AI customer contact solutions rolled out
Atlassian terminates 150 staff with pre-recorded video, AI customer contact solutions rolled out
www.cyberdaily.au
Atlassian terminates 150 staff with pre-recorded video, AI customer contact solutions rolled out
Yeah that’s not creepy at all.
Can I get a gif of that cone game that brainwashed the crew of the Enterprise D?
The stupid thing about replacing staff with "AI customer contact" is that the AI can only really spit out the same stuff you put in its knowledge base, i.e. the stuff that in the documentation in the first place (and maybe perform limited actions that also would have had to be implemented as forms). All it does is save someone broadly 0 seconds on what it would have taken to do a regular search of the documentation.
If I'm actually phoning up Atlassian to ask something it's because what I want isn't available online, and AI doesn't solve that at all.
Humans are good at exception handling.
LLM isn't. At all.
It’s the same thing with Stack Overflow. Usage in dropping because devs are relying on AI…. that got its information from SO. What’s gonna happen when you start running into new problems?
So, I agree with you, and I am the same way. But you and me, we represent like a fifth of support callers. AI could deflect an alarming number of daily support cases. Just finding information in the documentation often requires a deep and thorough understanding of the product, and it's really difficult in documentation to separate "this is a common problem everyone has" from "this weird thing has never happened before and you need to talk to the dev who coded the fucker." AI is fairly good at that level of pattern recognition.
The problem is that you still need the people to take the hand off, and deflection doesn't mean they got the right answer, it just means they left.
That's why there are 3 tiers of support
I guarantee they aren't replacing tier 3 yet, meaning that problems the AI can't solve will theoretically see a human
Interesting how all those who are listed are people who AI is targeting: people who don’t understand AI.