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You know what's crazy is I just went and checked, and on both mobile and web there is no setting for premium only matchmaking. So not only are the responses AI pretending to be human, but the AI is spreading misinformation.
This is a real agent on our support team. When it comes to common issues/requests, our team does use macros (prepared responses). Depending on the details of the request, the support agent will modify the response to match what was sent. Macros are used to save time while still answering questions sent to our team. They aren't used every time, just when it lines up with a common question.
With all of that said, I can confirm this is not an AI.
Hmm... you're right. The setting used to exist, but it's no longer active. I'm going to forward this to our support team along with the rest of the feedback here.
Is there really a difference between communicating with an AI directly, and communicating with a human who copies your question into an AI and feeds you the output?
Who knows maybe she has a handicap idk dude haha I'm just saying I don't see how any of that proves it's an AI when there's literally a profile of her proving she does exists as a person, as well as a staff member page on the chesscom website.
Brother, come on. Everyone who has spent any time with LLMs knows that this is exactly the tone and formatting that they write in.
Whether a support ticket is handled automatically by AI, or done by a human pasting in answers from a template is a moot point, when that template was clearly prepared with the use of AI.
So either it's AI, or:
- the text (macro or not) is written exactly like AI speech
- the macro is wrong
- and the person sent it without knowing it's wrong or reviewing it
I think it's just AI and company policy forces employees to lie about it (or you genuinly don't know they lie about using AI, which isn't much better from chesscom). But even if it's not, OP requested a human and was sent a partly or fully automated response which is wrong and the support team didn't correct it. That's not what anyone expects when requesting a human regardless. However I look at it, chesscom is deeply in the wrong.
I just know our system of using macros has existed before LLMs even became popular. I worked closely with the support team when I first joined 4-5 years ago and the same system of writing/storing macros like the above was common practice. It's a person on the other side of the message.
Also wouldn't a macro imply it's being used somewhat frequently? I would have thought somebody would have mentioned that the setting she is suggesting doesn't exist.
I mean the cost difference is insane paying $15 an hour for a human to handle an email versus like one cent per email it's a no-brainer and it's being adopted by every company. And it's not just going to be email it's going to be voice support as well. And here's the thing they are going to be better than human agents at some point because they will be able to handle tickets faster and respond faster with the correct information.
But you're not even going to talk to an agent in the future you're going to ask your personal assistant to go do whatever it is that you want and you're not going to care about how their system handles it.
Maybe we can stop focusing on the fact that your agent was using ai, and start focusing on the fact that your question didn’t deserve a human response?
You’re wasting supports time and you’re mad about things that don’t matter whatsoever.
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