Post Aux6FdViG2XpCEE9dw by RegGuy@mstdn.social
 (DIR) More posts by RegGuy@mstdn.social
 (DIR) Post #Aux5E9UCIod7pjFMpM by futurebird@sauropods.win
       2025-06-09T11:06:54Z
       
       0 likes, 0 repeats
       
       Are there any *studies* on chat bot integration and their impact on customer service that aren’t cake studies made by the companies that sell the bots? Do they allow human and expert customer service reps to use their time more effectively? What happens to all the frustrated conversation data with a machine? Is it analyzed or just sent into a black hole?
       
 (DIR) Post #Aux5ZP6hQ2xyMWODBY by nazokiyoubinbou@urusai.social
       2025-06-09T11:10:32Z
       
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       @futurebird I think it's never directly analyzed.  They feed it back into their training data with artificial filters because it's too much to handle directly.The upshot is Google doesn't directly see your SSN.  The downshot is someone who knows how to prompt it just right may well get it out.
       
 (DIR) Post #Aux5zWphJjwTqutVb6 by albertcardona@mathstodon.xyz
       2025-06-09T11:15:24Z
       
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       @futurebird Ask anyone about their recent "experience" with a phone answering system for a company that owed them services of some sort.
       
 (DIR) Post #Aux6FdViG2XpCEE9dw by RegGuy@mstdn.social
       2025-06-09T11:18:21Z
       
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       @futurebird I have yet to have a conversation with a chatbot that created any result besides frustration and anger.
       
 (DIR) Post #Aux7zDMRueKdN1BwES by ReverendMoose@mas.to
       2025-06-09T11:37:45Z
       
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       @futurebird private studies absolutely, public ones not sure there are. But companies using these chatbots definitely evaluate their effectiveness, and "call centers" are all about agent enablement.In general I suspect the answer is if you put guardrails around them and have their goal be answer straight forward requests and reduce the time burden on live agents that companies are finding them useful.
       
 (DIR) Post #AuxBt9IsUADErgstBg by noodlemaz@med-mastodon.com
       2025-06-09T12:21:26Z
       
       0 likes, 0 repeats
       
       @futurebird I assume you already follow @emilymbender ? May be worth a timeline scroll!
       
 (DIR) Post #AuxLbPOytNrx7ev0nA by futurebird@sauropods.win
       2025-06-09T14:10:23Z
       
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       @ReverendMoose  Why would they keep such studies private?
       
 (DIR) Post #AuyOLxKnSTjckXFDWq by KanaMauna@sauropods.win
       2025-06-10T02:15:53Z
       
       0 likes, 0 repeats
       
       @futurebird You already know the answer.
       
 (DIR) Post #Auz6UU3o417OXzAqx6 by ReverendMoose@mas.to
       2025-06-10T10:30:26Z
       
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       @futurebird because they contain proprietary information such as business practices. There's so much information held privately where that's the case.