Our customer service bot went from 30% to 85% resolution in under 90 days.

We run a small online store and our old bot just gave scripted answers. It was frustrating for everyone. We switched to a new system that learns from past tickets and can actually understand context now. The difference in how many tickets it closes without human help is night and day. Has anyone else seen this big a jump with a newer AI support tool?

4 comments

4 Comments

danielnelson2mo ago

Yeah that context thing is a total game changer... makes the bot feel less robotic.

the_zara2mo ago

Game changer" feels like a stretch. It's still just a bot pulling from a database, even if it remembers the last few things you said. What specific thing does it actually do that feels so different?

ryan_shah381mo ago

I read something from one of the AI safety researchers that said these models are basically building a rough "personality profile" of you from the conversation history, not just remembering facts. @the_zara you're right that it's still a database at its core, but I think the nuance is in how it uses that data to adjust its tone and suggestions over a whole conversation. Piper's coding example is a good one where it actually shows it cares about your progress, which is more than just pulling a fact.

piper_kim2mo ago

I used to think the same until I tried the new Claude model. It remembered a coding problem I mentioned three hours ago and asked if I fixed it... that kind of long term memory just feels different.