this post was submitted on 17 May 2026
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Funny you mention a phone tree, something that's been hit by AI. It's actually been around longer as voice recognition that finds a close match to a keyword, but in theory AI should be able to take a request and break down what is actually needed.
I haven't run across an AI version that works well. I don't know if that's because the voice recognition part is still bad, or if they're using Co-pilot (since I know how it mangles simple requests in text).
Yeah it really feels like an LLM should work better than a phone tree for that, but every time I actually encounter one it’s so so much worse.
I wouldn't be surprised if there's instructions to modify the system prompt to maximize effectiveness, and everyone leaves it at the generic default. Just like so many people leave other things at the default and just plug it in and go. Thank goodness the Cisco hold music is decent. I grew to love it while holding on the VA phone lines a lot for my dad.
Shouldn't the default settings work fine for the tasks that it's advertised to do? I mean when I buy software I don't expect it to be set to "be shit" mode by default.
At least tpu can tell the AI to get you to a human and most of the time it actually does so.
Having voice recognition in place of the usual "press x" before AI was even worse. Bot that now it's much better though.