They improved their support ticket throughput by orders of magnitude by automating a lot of it already. There are lots of versions of automation, too, like collecting information about the user’s problem before you even get to a human.
Right, but there’s a difference between automating a refund if they can detect the purchase happened in the last two weeks and has less than two hours of playtime, versus complex support problems being handled by an LLM that can be mislead or hallucinate.
I suppose it’s fine if it’s limited to giving advice on solving the problem and has to escalate to a human if any server side action is required, but it being tied to anti-cheat has me worried that’s not the case.
They improved their support ticket throughput by orders of magnitude by automating a lot of it already. There are lots of versions of automation, too, like collecting information about the user’s problem before you even get to a human.
Right, but there’s a difference between automating a refund if they can detect the purchase happened in the last two weeks and has less than two hours of playtime, versus complex support problems being handled by an LLM that can be mislead or hallucinate.
I suppose it’s fine if it’s limited to giving advice on solving the problem and has to escalate to a human if any server side action is required, but it being tied to anti-cheat has me worried that’s not the case.