After so many rounds of cuts, good people leaving on their own, and a hiring freeze for ages, who is even left to lay off? The teams are already skeletal, and morale is nonexistent, to put it mildly. The next logical step shouldn't be just more layoffs, but questioning if the company can even function with the people who remain.
10 replies (most recent on top)
I had gone 4 months without hearing or considering the term NRD, and yet I was instantly triggered by your post. I think I have complex-PTSD!
@d2 Except that the legacy products are very profitable with minimal headcount
@mt Half the time, some of them didn't read what the human put in there, so they're certainly not going to read the bot's updates.
AI in the support channel is getting better, still a LONG way off from being able to handle even 1/2 the questions/issues being thrown at it. But it really doesn't matter for a lot of folks who don't want to READ what the bot returns even though if they follow the responses returned many times it would solve their problem. But overall the user base is complacent (lazy?) and would rather wait 2-3 hours (days?) to have a human tell them to do exactly what the bot did initially. 'Hey, that worked..'
Its laughable but no-one, no LEADERS have the cojones to tell everyone to frickin try and use the technology instead of having a victim mentality and wanting to be handheld ....
NRD’s, fu-k yeah!!
Most of legacy products and revenueless products will be cut down. Cost centers will be trimmed down.
@b1 Yeah, that too. I was in the zoom where the new supposedly AI enabled ticketing system was demonstrated for us. I can't remember ever being that pisssed off by a demonstration before. I never used it, I was far too busy to deal with all the fa----g around needed in order to do simple tasks, much less some of the other stuff that needed doing. I was let go before use of that was made mandatory.
Those changes were just sadistic and obviously designed by people who never had to use it.
@a7
It's not the AI. The AI can be ignored, or dismissed with one click. What used to be one click (technically 3 or 4, open the note, click on the new sub-status and nrd, then click save) to post a reply and update the SR's status , etc... has now become at least 6 clicks, 1 to open the note, 1 to post it, 1 to return to the main SR, 1 to go to the SR's status, 1 to update the the status, 1 to save the change , ( if you want to manually update the NRD, you have 1 to go to mile stones, 1 to select edit, then select a new date and then click save ), so what was literally 3 or 4 clicks all on the same screen have now become 7 or 10, across 2 sub-menus and a second tab in the second menu. That isn't even considering the issues around searching for knowledge documents, etc..
@a7 I don't think Oracle is keen on new customers, they know their products are sh** anyway. What they are relying on is the difficulty for existing customers in moving away from Oracle products.
What I'm hearing from Support is that it takes them LONGER to update the tickets with the AI than it did before. If they think AI is going to make their work faster so they don't need people to do the work, they are sadly mistaken, it's not there yet.
Wouldn't surprise me if customer satisfaction drops low enough that O starts hiring people back. Other companies have found this out and are doing just that.