I'm sure there are plenty of problems at Amazon caused by badly used models, but this problem is probably a lot more to do with hiring X number of drone workers to do Y amount of support work and providing incentives all around to cut corners and solve the most basic 95% of problems as fast and cheap as possible while more-or-less just writing off the failures of the remaining 5% as "the cost of doing business at scale".
Let's say they integrate chatgpt like AI and are able to resolve most cases to customer satisfaction.
But, because of their scale and the number of fake items on the platform I think their number of returns will also increase along with their costs. I'm sure some executive will then try to minimize costs by "fixing" or retiring the AI.
I'll not be surprised if this has already happened in one way or another.
If it's oh so difficult for Amazon to properly handle this function of a business, that is AMAZON'S fucking problem.
Neither the customer nor any other outside entity forced Amazon to construct itself as the operation it is. They very deliberately and actively did that of their lwn volition and over the sustained course of decades.
Back up and revisit just what is and is not a sane perspective here. Poor Amazon can't be expected to deal with all the scammers they created for themselves? But can still rake in the benefits of their scale and insane staff:customer ratio 100x more than any normal shop?
They absolutely CAN deal with their fraud, the same way every other business in the world before them had to, by actually having whatever number of employees it takes to service their number of customers.
They just can't do that and still have 1% of the normal overhead every other businesses has.
Incredible that anyone is even for a second considering the plight of poor Amazon in a case like this.
It's an accident. And if Amazon would've read the email instead of feeding it through ChatGPT they would've been able to rectify it.