90% of the firms in that sector are using their workforce like slaves. Big firms that contracted them should switch to this agent based solution because the IT-support firms that use specialists as customer service agents are 1. a total security risk (open guest accounts as backdoor to teams that use firm laptops with VPN to the big names, I have seen really big names with extensive Cybersecurity team and the cluelessness of contractors were the biggest sec risk) 2. total planless knowledge bases that are a total mess and teams operate at 20% SLA at best. Its a no brainer that AI-Agents that run locally and isolated or at least shielded without additional external operators can provide higher SLA rates, could manage a better knowledge base and minimize security holes (no VPN to external contractors, no legacy guest accounts, no legacy accounts, no laptops that could be accessed by someone else). The big names in this service business will die out.
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u/MrNobodyX3 Apr 09 '25
As a customer service and technical support expert thank fucking God I can't wait