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Currents 095: Matt Welsh on the End of Programming

The Jim Rutt Show

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How to Automate Complex Customer Service

In many cases, the base language model is really good enough by itself. You don't need to fine tune the model. So you can use the same model, but just give it the right context in real time. For complicated customer service, I guarantee they'll do a better job on average than the $22 an hour in NIMNALS they have on the phones these days at phone companies and credit card companies.

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