[aiethics] Customer Service

[Ing. Pedro E. Colla]

Not based on research, but my sensation is that bots have a very low =
penetration
on large scale support structures yet. Figures distributed by the =
Gardner Group are
insignificant both as current usage and as a near future trend against =
other support
technologies.

This might be for the current state of the technology in one hand; but =
also it might
be related to the fact that providing support have a dynamics vastly =
different from
providing an answer to a question.

There might be a niche to be fulfilled by bots in the near future as an =
alternative for
nothing, so in that sense it wouldn't make jobs dissapear.

One field where the bots might fit, until big technological =
breakthroughs got into them,
is as a tool for the layer 0 ops whom usually runs on scripts to provide =
support, which
is a job usually not very good paid, with high rotation and a usual =
nightmare to staff;
in that sense it would contribute to create or at least keep jobs rather =
than destroy
them.

Also, there are very few high end bots (sophisticated on their response =
formulation
technology) able to sustain the kind of cyclic requirements a support =
center might have,
specially at or around the brutal "wave" that occurs circa exceptional =
events.

Ing. Pedro E. Colla
Adrogue-BA
Argentina
  ----- Original Message -----=20
  From: rdreyer@cfl.rr.com=20
  To: alicebot_aiethics@yahoogroups.com=20
  Sent: Wednesday, August 01, 2001 5:11 AM
  Subject: [aiethics] Customer Service


  Has anyone done any research into the actual amount of people that=20
  may become unemployed due to bot technology? I think it's minimal if=20
  at all. When we pitch a bot to someone we sell it as a way to expand=20
  your existing work force without hiring NEW people. We divide users=20
  queries into Simple FAQ and knowledge base, and complex problem=20
  solving. By allowing the bot to answer the simple things it frees the=20
  employed humans to supply better service to those who need it more.










[Non-text portions of this message have been removed]




=20