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You sure this isn’t to automate customer service even further?
Absolutely. Creating more efficient Customer Service Representatives will lead to needing less workers. As a publicly traded company the burdens on ATT to make as much money as possible for their shareholders, so layoffs are bound to happen. Company I work for will be doing the same, I’m sure of it.
I hope llm based customer service can be more helpful than the terrible multiple choice type they’ve used before. If it makes the customer experience better while saving money, I’m all for it. But if it makes it worse, that’s terrible since we can’t really go anywhere else since they are a duopoly. (I’m sure Verizon will follow suit)
