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AI adoption linked to 13% decline in jobs for young U.S. workers: study

(www.cnbc.com)
440 points pseudolus | 1 comments | 28 Aug 25 14:13 UTC | HN request time: 0.212s | source
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root_axis ◴[29 Aug 25 03:59 UTC] No.45060017[source]▶
Are people really replacing customer service agents with LLMs? It doesn't seem practical.

Customer service handles all the things that customers aren't trusted to manage on their own with a self-service portal - that's the whole point of having a trusted human involved at all. Giving those tasks to LLMs won't work because the customer can just prompt inject their way to whatever toolcalls correspond to their desired outcome.

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1. sershe ◴[29 Aug 25 04:26 UTC] No.45060187[source]▶
I think they might be replacing first-tier support, the people who currently answer really stupid questions, handle really common cases, etc. When you need real support and there's no script you go to second-tier support...

As a person who aspires to actually read documentation, try common troubleshooting, google it, etc. before calling support I'd really love to go directly to second-tier, but apparently bulk of support calls are low-effort users, and now they'd get the pleasure of LLM, instead of a person, telling them to reset their router, make sure the thingie on a spray bottle is in "on" position, or call the airline.