An e-commerce CEO is getting absolutely roasted online for laying off 90% of his support staff after an AI chatbot outperformed them
www.businessinsider.com
Suumit Shah, the CEO of Bengaluru-based Dukaan, said the chatbot answered customer queries in 2 minutes — a task that took the humans over 2 hours.

In similar case, US National Eating Disorder Association laid off entire helpline staff. Soon after, chatbot disabled for giving out harmful information.

  • deong@lemmy.worldEnglish
    6·
    1 year ago

    But the fact that virtually none of those organizations use it tells us a lot. Companies that actually need to maintain standards and procedures do it by putting “Important Procedure v3.1-FINAL-FINAL.docx” in Sharepoint. Could they build something on a blockchain that would have nice properties? Sure. But they don’t actually care about those properties really.

    • lemmyvore@feddit.nlEnglish
      1·
      1 year ago

      They do care but it’s difficult to switch. The smaller companies who have smaller processes could switch easier but they don’t have the resources. The larger companies have the resources but they have complex processes that take time to digitize and unify.

      Assuming you reach a blockchain solution, it needs to pass complex certifications, usually done by state organizations, which move very slowly.

      It’s a very lucrative niche and those that put together turn-key solutions and manage to obtain the relevant certifications make a ton of money off it.

      • Aceticon@lemmy.worldEnglish
        2·
        1 year ago

        I’ve worked in some pretty massive companies, as well as tiny ones and all in between.

        They don’t need the “distributed” part at all because you don’t want every ignorant Jane and Joe working on it, you want just people who actually know about that domain and who have been selected exactly for that knowledge and responsabilities, which is a small group that can organise themselves, the “independent” part is done by those that make the things not being the same people as those who check the things (and companies that don’t segregate creation from validation don’t have the will for true “independent” review, hence won’t care about that feature) and the unfalsifiable thing can be handled much more easilly by cryptographic hashes with timestamps or, way more common, simply automatic backups of documents whenever they’re changed or people pulling out docs from old e-mails and pointing out the part that was different in the old one.

        To make Standards participants have to be chosen, because if any rando gets to participate in it the whole thing will be WAY more noise than genuine quality content, and with that comes organisation and all sorts of mechanisms in which the actual contents are validated (not the “who did it and when” which blockchain provides - because it’s a select group and that’s easy to find out - but actually “is it any good” and “does it make sense”, which blockchain does NOT provide or help with at all).

        I’ve worked in Tech for 2 decades an what you wrote reeks of “solution looking for a problem” since it doesn’t solve the genuine bottlenecks in that process, it just covers minor or irrelevant features that might or not be used in it.

        Also I got the impression you have no idea how people actually work at creating standards in large enough companies that the number of people involved is more than just 1 or 2.