The biggest issue about AI is that it is lacking the in depth knowledge and the ability to give on point feedback.
Take these two tweets for instance (That guy has a interesting blog about engineering). They show pretty much that AI isn’t the go to replacement for real support.
Can you give an example where there’s a support that is using AI that really gives you the answers you want? Including AI in the workflow yes. Replacing agents with ai is not really working.
Actually, I don’t want AI to completely replace customer support. I just want AI to reduce the workload, such as most of the simple questions: how do I SWAP tokens, etc.
Apologies, I should have been a little more clear, I think it’s obvious that AI shouldn’t just be jumped to and relied upon as an immediate full solution that would work flawlessly. It would absolutely fail and not work in this scenario. AI should be tinkered with and tested as a longer term solution that could help streamline support. Companies across the world have streamlined their support funnels without AI, AI is not the immediate solution for Osmosis.
What I do think is a guaranteed path to efficiency today is just smart replies / direction with prompts that funnel a user down solutions until potentially needing either a live agent or a real reply from human eyes.
This can be done with Telegram, a support widget, or email.
A few examples are
BEST BUY and their website support, this funnels users with solutions until finally they may require support from human eyes (images attached at the bottom). This works incredibly well as I buy all my electronics at Best Buy and ask for support (refunds / price matching usually) a few times a year. This even expands to beyond support, but basic information delivery on things like policies (which could also be done for Osmosis, such as details on spread factor, or taker fees, staking, etc)
KAST CARD (Solana Debit Card), they have a concierge service similar to the Best Buy support box. With Kast Card, you can use Telegram, Email, Whatsapp, and likely a few others. In the image attached (at the bottom) you can see the process where it first digests the message and makes a smart reply, when their reply is not sufficient a real person jumps in and takes it further. Sometimes the real person is available instantly, sometimes it ranges between 30 minutes to a few hours. (image attached at the bottom)
Best Buy services millions of customers, while Kast Card being a debit card will naturally have a large support base required. We should assume they do some things right and that we can take some lessons here. I think this is something that the OGP should explore funding.
The existing primary support telegram chat should cease to exist as a support chat, it’s prone to spam and scams, this is not where customers should be directed for support. It should of course still exist as a general place to chat.
This reply is just about the method of funneling / direction, I’ll share more broad thoughts in a separate reply.
