• 4 Posts
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Joined 1 year ago
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Cake day: June 12th, 2023

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  • I’d have to see that in action before I pass judgement but given LLMs predilection for hallucination and the vagaries of how humans report tech faults I would be surprised if it was significantly more accurate or effective than a human. After all if its working out if there’s a known issue then essentially its not much beyond a script at that point and in that case do you want to trade the unpredictability of what an LLM might recommend vs something (human or otherwise) that will follow the script?

    Even if an LLM were an effective level 0 helpdesk it would still need to overcome the user’s cultural expectation (in many places) that they can pick up the phone and speak to somebody about their problem. Having done that job a long long time ago, diagnosing tech problems for people who don’t understand tech can be a fairly complex process. You have to work through their lack of understanding, lack of technical language. You sometimes have to pick up on cues in their hesitations, frustrated tone of voice etc.

    I’m sure an LLM could synthesis that experience 80% of the time, but depending on the tech you’re dealing with you could be missing some pretty major stuff in the 20%, especially if an LLM gives bad instructions, or closes without raising it etc. So you then need to pay someone to monitor the LLM and watch what its doing - at which point you’ve hired your level 1 tech again anyway.










  • That I don’t know, though my perspective is that’s up to them to work out and as Pākehā i’ll have to learn how to negotiate that relationship if/when it ever happens.

    That’s not a position i’ve always held, but over the years as i’ve read books like ‘Bury My Heart at Wounded Knee’ and other stories about the dispossession of indigenous people i’ve come to a much more complicated understanding of the price that was paid for the privilege I enjoy. It’s uncomfortable, but that’s a minor inconvenience compared to the cost others paid.