I dunno about that. I bought a house well within what I could afford. The bank actually thought we made a mistake and reminded us they would approve a loan double the size of what we asked.

All it takes is two or three really expensive things needing work at the same time to blow your budget out of the water. And often there’s no clear answer on what’s truly urgent.

Water is entropy manifest to constantly remind you that anything you do is temporary and laughably futile on geologic timescales.

Gotta love having an old house. It’s simultaneously reassuring and deeply stressful when a professional looks at something that seems really bad and just says, “Well, I can tell from the layers of paint that’s been there a long time. So if it hasn’t become a problem in all that time, it’s probably fine. But give me a call if your house starts falling apart.”

Part of the issue will be convincing the decision makers. They may not want to document a process for deviation x because it’s easier to pretend it doesn’t occur, and you don’t need to record specific metrics if it’s a generic “manual fix by CS” issue. It’s easier for them to give a support team employee (or manager) override on everything just in case.

To your point, in theory it should be much easier to dump that ad-hoc solution into an AI knowledge base than draw up requirements and budget to fix the application. Maybe the real thing I should be concerned with is suits using that as a solution rather than ever fixing their broken products.

I think there’s good potential where the caller needs information.

But I am skeptical for problem-solving, especially where it requires process deviations. Like last week, I had an issue where a service I signed up for inexplicably set the start date incorrectly. It seems the application does not allow the user to change start dates themselves within a certain window. So, I went to support, and wasted my time with the AI bot until it would pass me off to a human. The human solved the problem in five seconds because they’re allowed to manually change it on their end and just did that.

Clearly the people who designed the software and the process did not foresee this issue, but someone understood their own limitations enough to give support personnel access to perform manual updates. I worry companies will not want to give AI agents the same capabilities, fearing users can talk their AI agent into giving them free service or something.