We’re using it (currently gpt-4o) as a supplement to the support team. The main benefits being
- Available 24/7, including nights and weekends, like the forum
- Responds immediately, while our human support team takes a little longer
- May be able to answer questions that you couldn’t answer with a forum search
True, it does sometimes flub technical questions. Trying to minimize that has been the biggest challenge. The ability for it to escalate the chat to our human team is crucial. Currently that is happening in just under 50% of chats. I’ll write up a more detailed report on how it’s going after it’s been running longer and we have more feedback.