by trod1234 | 2025-06-26 21:07:35+00:00
This assumes the conclusion that AI would solve the lack of resources interaction issue. Unfortunately the data has been in on this for quite a long time (longer the LLM chatbots have been in existence) if you've worked in IT at a large carrier provider or for large call centers you know about this.

The simple fact of the matter is, there is a sharp gap between what an AI can do, and what a human does in any role involving communications, especially customer service.

Worse, there are psychological responses that naturally occur when you do any number of a few specific things that escalate conflict if you leave this to an AI. A qualified CSR person is taught how to de-escalate, diffuse, and calm the person who has been wound up to the point of irrationality. They are the front-line punching bags.

AI can't differentiate between what's acceptable, and what's not because the tokens it uses to identify these contexts have two contradictory states in the same underlying tokens. This goes to core classical computer science problems of halting, and other aspects.

The companies that were ahead of the curb for this invested a lot into this almost a decade and a half ago, and they found that in most cases these types of systems exponentiated the issues once they did finally get to a person, and they took it out on that person irrationally because they were the representative of the company that put them through what amounts to torture.

Some examples of behavior that causes these types of responses are when you are being manipulated in a way that you know is manipulation, it causes stress through perceptual blindspots causing an inconsistent internal mental state resulting in confusion. When that happens it causes a psychological reversal often of irrational anger. An infinite or byzantine loop designed to run people in circular hamster wheels is one such structure.

If you've ever been in a social interaction where you offer an olive branch and they seem to accept it, but at the last minute through it back in your face, you've experienced this. The smart individual doesn't ever do this because they know they will make an enemy for life who will always remember.

This is also how through communication, you can impose coercive cost on people, and companies have done this for years where anti-trust and FTC weren't being enforced. These triggers are inherent to a lesser or greater degree in all of us, every person alive.

The imposition of personal cost through this and other psychological blindspots is how torturous and vexatious processes are created.

Empathy and care are a two way street. It requires both entities to be acting in good faith through reflective appraisal. When this is distorted, it drives people crazy, and there is a critical saturation point where assumptions change because the environment has changed. If people show the indicators that they are acting in bad faith, others will treat them automatically as acting in bad faith. Eventually, the environment dictates that those people must prove they are acting in good faith (somehow) but proving this is quite hard. The environment switches from innocent benefit of the doubt to, guilty until proven innocent.

These erosions of the social contract while subtle, dictate social behavior. Can you imagine a world where something bad happens to you, and everyone just turns their backs, or prevents you from helping yourself?

Its the slipperly slope of society failing back to violence, few today commenting on things like this have actually read the material published by the greats on the social contract and don't know how society arose from the chaos of violence.