Dhiox t1_j9q67w3 wrote on February 23, 2023 at 7:56 PM

Reply to comment by TONKAHANAH in AI in the Workplace Is Already Here. The First Battleground? Call Centers by wsj

I do level 1 support, our manager is pivoting us to start doing Microsoft defender monitoring and mitigation because they've hinted that they forsee a lot of our teams work being automated

TONKAHANAH t1_j9qa660 wrote on February 23, 2023 at 8:21 PM

The way I see it, a lot of lvl 1 support will get handled right on the devices at some point, kinda like the current Windows built in troubleshooter except it'll actually work. Pop up the devices dedicated Ai assistant and say "I can't load youtube, what's wrong?" and then the device will just just doing troubleshooting and sorting it out. We're not far off from some crazy detailed auto-generated automation.

Dhiox t1_j9qaf3k wrote on February 23, 2023 at 8:22 PM

The only problem is that Users lie. Any AI that relies on users being able to accurately describe the issue will fail.

TONKAHANAH t1_j9qnhc3 wrote on February 23, 2023 at 9:42 PM

Well sure, but they'd have the same issue with humans than too. Those scenarios will likely have to be escalated and escalated positions will still have to be held by humans. It's the simple things that have to get resolved over and over again, basic questions, that sort of thing.