Within companies, I see it as a way to make complex things more accessible to those unfamiliar with them… with a huge risk of breaking the learning process, resulting in a lack of expertise down the road.

That wouldn’t necessarily be a problem if it were really capable of accuracy and improving itself, but right now it’s like we are driving increasingly fast toward a half-built bridge, hoping it will be built before we get there. I have my doubts.

For some things like first line support - there is huge potential, although it’s usually fucked up. First line support is a job where the brain turns off, scripts are followed, and there is little to no compassion with the customer/user, and language/accents are a significant challenge. Let’s replace first line support with a few good experienced support people who actively work to improve the system. Give them the tools to make 100x or 1000x the impact, with customer satisfaction as the goal.

Meanwhile IT pros keep recognizing it as nothing more than brute force problem solving and natural language interface to search. Won’t anyone listen to the engineers?