

I work in support; not only is it hard to find someone competent but it’s an incredibly draining job/career because of both management and customers. People are attracted to it because barrier to entry is low, and half the time the actual technical part isn’t necessarily hard, it’s the emotional baggage you’re expected to carry essentially at all times. There’s been multiple instances where I’ve been so burned out, I’m almost certain it’s permanently altered my brain chemistry. On top of that you have low wages, long hours, some places are B2B calls, expected to handle multiple chats at once, and some managers really like to snoop to see what you’re doing all day(I see your icon went idle for 3 seconds, you’re not taking a bathroom break are you? We need all hands on deck at all times).
This will never go away as long as it’s seen as a job any idiot can do. Companies need to change how they truly value support and only then will it get better for the customer. I agree with you; if you find someone good try to be appreciative because the bad ones are a dime a dozen and we are all paid shit.
I don’t hate AI as much as I hate the nonexistent ethics surrounding LLM’s and generative AI tools right now (which is what a lot of people refer to as “AI” at present).
I have friends that openly admit they’d rather use AI to generate “art” and then call people who are upset by this luddites, whiny and butt-hurt that AI “does it better” and is more affordable. People use LLMs as a means to formulate opinions and use as their therapist, but when they encounter real life conversations that have ups and downs they don’t know what to do because they’re so used to the ultra-positive formulated responses from chatGPT. People use AI to generate work that isn’t their own. I’ve had someone already take my own, genuine written work, copy/paste it into claude, and then tell me they’re just “making it more professional for me”. In front of me, on a screen share. The output didn’t even make structural sense and had conflicting information from the LLM. It was a slap in the face and now I don’t want to work with startups because apparently a lot of them are doing this to contractors.
All of these are examples that many people experience with me. They’re all examples of the same thing: “AI” as we are calling it is causing disruptions to the human experience because there’s nothing to regulate it. Companies are literally pirating your human experience to feed it into LLMs and generative tools, turning around and advertising the results as some revolutionary thing that will be your best friend, doctor, educator, personal artist and more. Going further, another person mentioned this, but it’s even weaponized. That same technology is being used to manipulate you, surveil you, and separate you from others to keep you in compliance with your running government, whether it be for good or bad. Not to mention, the ecological impact this has (all so someone can ask Gemini to generate a thank you note). Give the users & the environment more protections and give actual tangible consequences to these companies, and maybe I’ll be more receptive to “AI”.