The other story of the day I wanted to highlight comes from Rich Freeman’s Channeholic newsletter.
First, he caught that Atera had added automated scripting via OpenAI’s ChatGPT back in February. HaloPSA showed off its new integration in a demo video released last week. Well, here’s what Rich caught.
Witness what happens at about the 16:52 mark on this demo video when the new feature provides an artificial but not-so-intelligent response to a simulated self-serve ticket filed by a user whose laptop is on fire:
“Oh no, that sounds like a serious problem! The first thing you should do is immediately turn your laptop off and unplug it from the wall. Do not attempt to use it again until it has been serviced by a qualified technician. If you are able, I would recommend contacting the manufacturer’s customer support line or a local repair shop to have your laptop inspected and repaired.”
Ugh, the bad implementations begin. Providers will need to spend much time reviewing the capabilities of these new features and applying the intelligence filter. No, you do not want AI just directly responding to your customers. Your customers do not want to insert Ais into their interactions with their customers.
Microsoft has the branding right – CoPilot. AI is best served sitting next to the user advising, not as a barrier. Your service’s role here is to be a voice of reason. And don’t be dismissive of that value.