In most cases, LLMs will not replace humans or reduce labor costs as companies hope. They will •increase• labor costs, in the form of tedious clean-up and rebuilding customer trust.

After a brief sugar high in which LLMs rapidly and easily create messes that look like successes, a whole lot of orgs are going to find themselves climbing out of deep holes of their own digging.

Example from @Joshsharp:
https://aus.social/@Joshsharp/112646263257692603

j# (@[email protected])

Yesterday we had another example of LLMs creating support issues for us. User: "hi, how do I do this thing? Your docs say I can go here and change some options, but there's no settings there" Me: "that's right, we don't have such a feature, but also we don't say you can do it in the docs, where did you read that?" User: "oh I didn't actually read the docs, I asked 'AI' and it hallucinated this answer. Sorry!" At this rate I'm looking forward to 2025 when I'll be spending 100% of my time doing support to correct falsehoods about our app made up by LLMs

Aus.Social

Those who’ve worked in software will immediate recognize the phenomenon of “messes that look like successes.”

One of my old Paulisms is that the real purpose of a whole lot of software processes is to make large-scale failure look like a string of small successes.

The crisp “even an executive can understand it” version of the OP is:

⚠️ AI increases labor costs ⚠️

(“Why?” “Because it’s labor-intensive to clean up its messes.”)

I said “the purpose of a whole lot of software processes is to make large-scale failure look like a string of small successes.”

Huh? What does that look like??

It looks like this:

✅ Meetings held
✅ Plan signed off
✅ Tests passed
✅ Iterations iterated
✅ Velocity increased
✅ Thing implemented
✅ Checkpoints checked
✅ Thing released
✅ Blinkenlights blink
✅ Line goes up
✅ Thing updated
❌ Software never •really• solves the problem it was supposed to solve in the first place, creates more problems

or ❌ Problem the project was supposed to solve in the first place was the wrong problem

or ❌ Nobody actually wanted it

or ❌ We totally failed to understand the real effect of implementing this

or ❌ The goal was designed to benefit some individual / faction within the company, not the mission

or ❌ The goal was designed to benefit the bottom line / investors / some horrid systemic evil, and is net harmful to humanity / the world

(Yes, I consider that last one a failure too.)

@inthehands Notably, AI is itself software and is subject to the same forces that produced this list. I'll leave it as an exercise to the other readers to figure out which of these red Xs applies in that case.