Recently, senior executives at Salesforce have admitted, both internally and publicly, that they massively overestimated AI’s capabilities. They have found that AI simply can’t cope with the complex nature of customer service and totally fails at nuanced issues, escalations, and long-tail customer problems. They even say that it has caused a marked decline in service quality and far more complaints.
But the problems go far deeper than that.
Both employees and executives have said that the company is wasting countless resources on firefighting to stabilise operations since the mass AI layoff. Employees have to spend so much time stepping in to correct the wildly wrong AI-generated responses that AI is wasting more time than it saves. In other words, this AI reduces productivity, not increases it.
But there is also a huge problem here with expertise and skill debt. On top of the firefighting to correct the AI, executives have also highlighted how they are also having to firefight to stabilise their systems from problems that were previously easily solved by staff who had the required experience and skill. However, these staff were fired in the AI layoffs.
https://www.planetearthandbeyond.co/p/reality-is-breaking-the-ai-revolution