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Atlassian terminates 150 staff with pre-recorded video, AI customer contact solutions rolled out
(www.cyberdaily.au)
this post was submitted on 01 Aug 2025
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Technology
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Yeah that’s not creepy at all.
Can I get a gif of that cone game that brainwashed the crew of the Enterprise D?
The stupid thing about replacing staff with "AI customer contact" is that the AI can only really spit out the same stuff you put in its knowledge base, i.e. the stuff that in the documentation in the first place (and maybe perform limited actions that also would have had to be implemented as forms). All it does is save someone broadly 0 seconds on what it would have taken to do a regular search of the documentation.
If I'm actually phoning up Atlassian to ask something it's because what I want isn't available online, and AI doesn't solve that at all.
That's why there are 3 tiers of support
I guarantee they aren't replacing tier 3 yet, meaning that problems the AI can't solve will theoretically see a human
but its also designed to discourage people from seeing a human, by adding so many layers to the AI CS that you give up anyway.
Yeah but that's nothing new, companies have paid millions in research to make the perfect telephony menu tree to force people to hang up or get misdirected instead of actually talking to a person. This is a legit thing that several companies offer services over
You don't need AI for that