[xp84]

Interesting. Marshall Brain’s (RIP) Manna story had fast food restaurant management automated in this fashion, but I can see how customer service call centers fit the model quite well. We will probably see the “puppets” eliminated in 12-18 months when the voice models improve enough to be indistinguishable.

Government is actually a surprising place to see this, since in theory they’re supposed to care about serving the citizens, as opposed to for instance, American health insurers, who in general would rather deflect and deny, which AI is perfect for.

[raw_anon_1111]

I worked at AWS in the ProServe division during the height of Covid, every state was so swamped with calls about various government services we had to automate calls as much as possible and figure out other ways to “deflect” calls from call center agents. This was before AI when you had go use old school intents based systems like Alexa, Siri and Google did pre AI.

[chrisjj]

Manna, yes!

> We will probably see the “puppets” eliminated in 12-18 months when the voice models improve enough to be indistinguishable

> Government is actually a surprising place to see this, since in theory they’re supposed to care about serving the citizens

Well, it serves the citizens skilled only enough to work as puppets. The Govt. might say it also serves the users - cut cost per operator, increase number of operators, so reduce queue time. But then... Manna.