Want to wade into the sandy surf of the abyss? Have a sneer percolating in your system but not enough time/energy to make a whole post about it? Go forth and be mid: Welcome to the Stubsack, your first port of call for learning fresh Awful you’ll near-instantly regret.
Any awful.systems sub may be subsneered in this subthread, techtakes or no.
If your sneer seems higher quality than you thought, feel free to cut’n’paste it into its own post — there’s no quota for posting and the bar really isn’t that high.
The post Xitter web has spawned soo many “esoteric” right wing freaks, but there’s no appropriate sneer-space for them. I’m talking redscare-ish, reality challenged “culture critics” who write about everything but understand nothing. I’m talking about reply-guys who make the same 6 tweets about the same 3 subjects. They’re inescapable at this point, yet I don’t see them mocked (as much as they should be)
Like, there was one dude a while back who insisted that women couldn’t be surgeons because they didn’t believe in the moon or in stars? I think each and every one of these guys is uniquely fucked up and if I can’t escape them, I would love to sneer at them.
(Credit and/or blame to David Gerard for starting this.)
There’s base-level sneer as this is posted on LW, but I found this comparison of LLM in call centers to cheap human labor for the same interesting:
https://www.lesswrong.com/posts/rJatmEDcYrDQcwstT/the-economics-of-replacing-call-center-workers-with-ais#comments
So I’m not double checking their work because that’s more of a time and energy investment than I’m prepared for here. I also do not have the perspective of someone who has actually had to make the relevant top-level decisions. But caveats aside I think there are some interesting conclusions to be drawn here:
It’s actually heartening to see that even the LW comments open by bringing up how optimistic this analysis is about the capabilities of LLM-based systems. “Our chatbot fucked up” has some significant fiscal downsides that need to be accounted for.
The initial comparison of direct API costs is interesting because the work of setting up and running this hypothetical replacement system is not trivial and cannot reasonably be outsourced to whoever has the lowest cost of labor due. I would assume that the additional requirements of setting up and running your own foundation model similarly eats through most of the benefits of vertical integration, even before we get into how radically (and therefore disastrously) that would expand the capabilities of most companies. Most organizations that aren’t already tech companies couldn’t do it, and those that could will likely not see the advertised returns.
I’m not sure how much of the AI bubble we’re in is driven even by an expectation of actual financial returns at this point. To what extent are we looking at an investor and managerial class that is excited to put “AI” somewhere on their reports because that’s the current Cutting Edge of Disruptive Digital Transformation into New Paradigms of Technology and Innovation and whatever else all these business idiots think they’re supposed to do all day.
I’m actually going to ignore the question of what happens to the displaced workers here because the idea that this job is something that earns a decent living wage is still just as dead if it’s replaced by AI or outsourced to whoever has the fewest worker protections. That said, I will pour one out for my frontline IT comrades in South Africa and beyond. Whenever this question is asked the answer is bad for us.
I’ve worked in an adjacent field (workforce planning) and I deliver B2B software support for a living, so I too have Thoughts.
At least here in Schwedenland, contact centers have been filed down by relentless cost and tech pressure to be about as automated as can be. You have websites with FAQs, simple chatbots that basically repeat the FAQ for those for whom reading more than a sentence of text is too hard, phone trees to gatekeep you from the Inner Sanctum, etc. etc. The end result is that the actual people taking the calls are gonna be the ones who can make human decisions - troubleshoot a complex issue, handle insurance claims, upsell your mortgage.
Trying to att LLM voice tech to that is just going to add another filter between the customer and the center, with the additional reputational risk of the robot fucking up and losing the customer.