TECH

Robots will be the first to lose jobs to AI


*By Eduardo Salles, Director of Innovation and New Markets at Dotter Brasil

Calm. I'm not talking about those industrial machines, capable of welding cars, lifting machines, transporting pallets and other major industrial applications (although, I imagine, these robots should also be heavily affected in the next decade).

I am referring to the infamous “chatbots”. It's… those tools that companies created to replace human service and that, theoretically, should solve consumer problems at low costs.

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I don't think I need to go into details. Everyone has had the experience of using a chatbot on a company's website or WhatsApp and being faced with several options that none of them serve them. Or, even worse, where no alternative works and there is no way to return to the previous menu. Or, even, how to explain to the chatbot that you need a specific question and that it should forward the call to a human.

But then LLMs (Large Language Models) appear and it seems like the world is turning upside down.
down. Chatting (either by text or voice) with ChatGPT, Gemini, Llama and Copilot arrives
close to being pleasurable. Ask about any subject and get coherent, well-written and
much more human than telemarketers (bound by their scripts and prompts)
screen with pre-determined questions and answers) provide us.

Of course, there are cases where artificial intelligence tools abuse creativity and
They invent things “from the other world”. But we have also learned that it all depends on how
we ask the questions: Prompt Engineering.

meta chatbots
Image: VectorMine / Shutterstock.com

In 2024, the first artificial intelligence-based autonomous customer service tools (LLMs) are emerging to retire obsolete chatbots and raise Consumer-Business interaction standards to unprecedented heights.

Combining their incredible communication skills with company-specific data, LLMs can answer almost anything. From there to customer service, it was just a short hop.

A very interesting example (and accessible even for small companies and Individual Entrepreneurs) is Dotty, the Customer Service Assistant at Dotter Brasil, a technology company
security in the interior of São Paulo. Anyone who wants to know more can access the company's page and interact with this friendly attendant using this link.

How do chatbots work?
Image: Thapana_Studio / Shuttestock

Everything happens on the company's servers, which keep its prompt engineering and security technologies under wraps. Today, we use ChatGPT. Tomorrow, it could be Gemini, Llama or any other that brings a better customer experience.

It seems that chatbots will need to undergo refresher courses urgently.



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