馃槬 馃槼 How We Screwed Up and Fixed Support in 2000, and Why We Need To Do It Again in 2024 馃挘

I’m not against AI, far from it. But knowledge is power, and a trip down memory lane helps us understand what (and why) 2023’s mass adoption of AI Support Chatbots has done to our customer experience and why it has brought us to our current 15-year low.

Spoiler: it’s the same exact root cause and problem we had in 2000.

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Talk to Shane