What exactly will these agents be able to do with enough consistency, accuracy, and reliability that people will want to hire them over humans?
In my experience with even the most basic implementation of agents, i.e. customer service chat bots, I literally cannot stand interacting with them even once. They are extremely unhelpful and I will hang up or immediately ask to speak to a human.
Obviously your support chatbot with talk to your flavor of clawd that will call Claude Code that will code a solution that will be reviewed by Codex that will merge and release it and then will ping clawd that will send an email to the user announcing that their issue has been fixed. /s just in case
I’ve been involved in building a system that reads structured data from a special form of contracts from a specific industry. Prices, clauses, pick up, delivery, etc. A couple hundred datapoints per contract. We had many discussions around how to present and sell an imperfect system. The thing is, the potential customers are today transcribing the contracts manually and we quickly realized that people make a ton of mistakes doing that. It became obvious when we were working on assertion datasets ourself. It’s not a perfect system and you have to consider how you use the data (aggregating for price indexing for instance), but we’re actually doing better than what people are achieving when they have to transcribe data for hours a day.
The voice agents in development right now feel 100x the current chatbots deployed by companies.
I had same opinion till a few months ago, now would prefer the [redacted company so as to not give free marketing] AI agent. You’ll start seeing this wave in around 3-6 months as most are in trial
Most support agents lack... well, agency. If you connect a chatbot to an FAQ, that's exactly what you get. Just another instance of enterprise software being badly designed, badly written etc. It doesn't mean that it's actually an impossible problem.
They won't ever give agents the ability to actually do things for customers that can impact the company in some kind of negative fashion. At least not willingly.
That's sort of the whole point of talking to customer service though. Getting something done that you want that involves them having to do work for you. AKA you taking value from the company.
So yeah they're basically always going to be useless garbage if put together according to business requirements.
They'll do the same thing we do in software development - proper sandboxing, context curation, reviews on high impact actions. I presume real customer service is really expensive, as I've seen many companies prefer to just quickly refund, or drop you as a customer entirely, rather than fix your problem. It can't get much worse than that.
What exactly will these agents be able to do with enough consistency, accuracy, and reliability that people will want to hire them over humans?
In my experience with even the most basic implementation of agents, i.e. customer service chat bots, I literally cannot stand interacting with them even once. They are extremely unhelpful and I will hang up or immediately ask to speak to a human.