If AI were answering tickets they would be responding in seconds after you posting your ticket, all tickets are answered by a human every time. Just the response will be a previously generated message template that someone clicks a link to say this is how to respond to this query. When busy they use filters to sort it all.
1 Like
The behavior warning is completely AI/Automated to the point GMs etc can’t see what the warning is for, and it’s not instant. The AI/Automated = instant thing is also incorrect as you can delay it as long as you like.
It’s a warning, no action would come from this as it try to help the player get into hot water. Not sure what your goal is here.
1 Like
If you are referring to the popup when someone reports - that isn’t at all the same thing.
7 Likes
Correct, but what I’m saying is saying AI/Automated = instant is incorrect. Making the false assumption that the only things that are AI/Automated are instant, and therefore anything that isn’t instant can’t be AI/Automated is a bad argument.
There is no AI, it is automated, and it depends on reports.
If someone is getting reported for in game behavior, it will send the warning. If the reports amount to a GM getting involved, that is the human review.
It even mentions automated in the support page.
There is no AI.
6 Likes
Where did they say this?
Edit:
I’m curious to the actual quote of a GM or SFA saying that Blizzard is using AI.
5 Likes
Seems contrary.
7 Likes
AI != any automatic system.
1 Like
So link to a quote where they said it, because they have been very upfront about how there is no AI used in the system at this time. You made the accusation now show your work.
17 Likes
Yeah I mean, you tried to say that AI are used in GM responses and a GM responded by saying that is 100% false. Automated means that a system auto sorts and auto handles the case by giving suggestions that helped other players, that does not mean that it is AI automatically. The only one that definitively knows whether it is AI or not is an actual Blizzard employee who works with the system every day and no matter how many times you want to “uhm acktually” the very people working on it, it does not change the fact that you are still wrong and throwing a tantrum about it just shows a mental and emotional immaturity.
I personally work in customer support responding to tickets and issues for the company. I’m just a simple L1 but a lot of times I still end up doing the work of an L2 and the amount of people that think our responses are auto generated or some AI is massive. They aren’t though. Flat out and bar none, our responses are made by humans. However we have to keep the same energy acrossed all tickets and cases so that one js not seen as special over the other. Everyone gets the same support. If your contract says we can do it, then we’ll have it done in a day if it’s within our power.
This is different from a GM or a support ticket for a video game but the fundamental rule is the same. We all share the same templates for the same scenarios because we need 20-50 cases a day that are the exact same thing but worded a hundred different ways so we use our copy-paste templates to give an unanimous and resounding response that can’t be interpretted incorrectly.
TLDR: Automated =/= AI and acting like it is in any way is disingenuous to the work of any tech support employee. If you say “X uses AI” and X comes and says that it is 100% false, then your argument is in question and YOU need to bring evidence to support your claim as their response holds far more water than yours does.
8 Likes
I would change this from occasionally to always.
Because we always get a blanket response from AI. Then when we say the ticket was not resolved a person reads it. But the understanding of the issue is another story
I literally had a “GM” try and tell me how reputation work when I told them that the I wasn’t getting credit for certain mobs. I provided screenshots to show this issue. This was causing problems with an achievement. A simple glace at my account / character profile would have shown you that I know how reputations work.
Fun fact I have another achievement ticket opened now. I’m sure I’ll get the blanket response and have to reopen it to get the issue correct.
Blanket response is not the same as an AI responding. An AI is a coded program that uses information to formulate and respond accordingly. A blanket, saved response is a template that employees use to answer a case the way that they are told they have to respond to keep with a universal standard. Is it a canned response that sucks to hear, heck yeah it sucks, but it isn’t AI.
7 Likes
Do you understand what Artificial Intelligence is compared to a basic automated system? Very very little of what you see in life that is handled by a computer, vending machine, factory, or anything else is AI.
They are basic automation routines designed to respond to explicit criteria. If ticket contains keywords X, Y, or Z send the Bug reporting template, for example. That is something that GMs don’t help with. There is a template letter they send. Old days of paper they called those “form letters”.
There is no “AI” or thinking and decision making involved. It feels like people now think ANYTHING computer automated has to be AI when it can’t be farther from the truth.
9 Likes
This is unlikely to be something a GM can help with. It is highly possible that a user (not saying you specifically) doesn’t understand that not all mobs give rep and some only up to a certain threshold.
If the mob in question should give rep (unsure since you didn’t state what one) then you will need to put in a bug report in game or via the bug forum. A GM cannot fix a bug and cannot just give out rep even if they recognize a bug is happening. Doing so can cause way more issues than it might solve.
9 Likes
That’s not what an AI is. Not every automated process is an AI and not every ticket gets an automated response.
6 Likes
No, I did not. I said it’s used in the ticketing process Not that GM’s use AI for the responses, in fact I said the opposite. Good day to you too.
Thread is no longer serving a productive purpose.