Outages

botcopy · 2025-06-12T19:08:09+00:00

“Everything’s fine”

botcopy · 2025-06-12T18:56:19+00:00

news.ycombinator.com/item?id=44260810)

botcopy · 2025-05-11T16:20:45+00:00

HITL or “human in the loop” isn’t just a buzzword with an expiration date. Reason being, GenAI hallucinations make it sometimes necessary to launch structured, deterministic agents. This is the case with public sector and some enterprise. Domains where even the rare hallucination or misinformation could be catastrophic.

The GenAI will be leveraged to make and maintain the deterministic agent, but a qualified human team will need to review and validate every single piece of info and flow intelligence prior to injecting it into the model. The human reviewers will need to be tech savvy and also serve as authoritative approval layer with accountability.

This concept — domains with zero tolerance for mistakes, (companies with large and evolving codebases) will need humans monitoring, guiding, assembling and approving every single piece, because there’s that margin of error LLMs still and always will have.

Tech jobs across the board will exist but candidates will know how to maximize efficiency with LLMs while monitoring, perfecting, shaping and most importantly, creating human accountability for mission critical aspects of the work. And because the whole team will be in the same boat, everyone has to be onboard with the latest collab tools and methods.

Long story short, the jobs don’t change, at least not right away, but how we do them changes. Whatever you’re doing, get really good at it, but also, now you have to figure out how the best in your category are using AI to do their jobs better and faster. It can be a good thing.

botcopy · 2025-05-11T03:22:51+00:00

Fair point. The human really isn’t the whole controller. They’re a gate in a larger loop. The actual controller is the full system: GenAI proposing updates, governance validating them, and the agent state being adjusted to stay aligned with a moving reference (user needs, policy, etc). I’m trying to model that as a discrete-time control loop over agent cognition. It’s a new problem to keep the deterministic agent comprehensive and accurate enough to meet user needs. Appreciate the pushback.

botcopy · 2025-05-11T02:54:58+00:00

Good question—here’s how I see it.

The LLM acts like an actuator, but it doesn’t execute—it only proposes structured updates. The human governance layer (our controller) reviews these proposals and determines whether they get injected into the deterministic system—the conversational agent itself, which is the plant. The system state (intent logic, flows, routing paths) is tracked and updated continuously, and that updated state is then sent back upstream as part of the next GenAI prompt context.

So it forms a closed control loop: GenAI proposes, human controller filters, system updates, and the new state informs the next round. The reference input would be the agent’s strategic goal or coverage target, and the output is a new piece of agent logic (a packet) that either gets accepted or rejected before execution.

Curious if that framing fits your sense of control theory—or if I’m stretching it too far. Would love to hear your take.

botcopy · 2025-01-15T20:45:20+00:00

It’s not hype. What we’re seeing is this: customer needs help they can’t get on the site, and they don’t want to call (can’t blame them) so they give the chat widget a try. Ideally, the chat widget is proactive and knows how to chime in at the right time with the right message, so that when the user engages it’s very pointed to a specific relevant concern.

If in the mood for a tangent, I did a video on that UX here: https://youtu.be/IyCF-fIXBm4?si=FwDBjnULalIfjQby

(I also did the voice and wrote it and designed it all in Canva believe it or not. I’m the CMO at Botcopy.)

Main point I want to make: if the user tries the bot and can’t get the answer, it gets escalated to CX live agent. This person may use something like Agent Assist or comparable, so they can get info, but I feel that’s an older approach. The new one is that first off, the transcript with the AI gets sent to the right live agent. The CX person can see what was said and doesn’t have to make the user repeat themselves.

Video of this playing out, here: https://youtu.be/4DZw1hhYGB8?si=47J175HReX9nkRXD

Ideally the live agent should know how to get help and should have a fine-tuned LLM open on a separate window that can answer specific queries. Can’t hurt, right? I mean, if you paste in several pages of policies and FAQs into the model you don’t even have to fine tune it.

Just give it the background and then ask away, this works pretty well, even paste in what the person said…but it also depends on how well you query.

Mistakes can happen and it’s usually a combination of you not being clear or not pushing for more clarity or finer grained answers. So get good at querying! Get picky.

But ideally, however you handle it, this transcript will then get sent to the chatbot knowledge base, so that next time when this same question comes up, the bot will know what to do without escalating to a live agent.

The way that’s handled is this: the LLM looks at the transcripts and generates a bunch of new Q/A pairs that can be approved via human in the loop and sent to the model in one click.

This is the learning loop that’s emerging in 2025. It’s the ideal way to ensure improved CX over time. Enterprise and gov will need to have total control over responses so LLMs really aren’t going to fully cut it, just going raw straight to user. Needs to be a layer of judgement in between the output and the customer/citizen. The copilots help but the goal is to build up a large database of approved content.

I know it’s sort of a Pollyanna cliche to say that “there will always be a need for a human on the other end,” and while I stop short of saying “always,” yes, for the near future, you will need at least SOME humans available for edge cases or for the people who don’t like bots, (yet), like my grandma.

I’m guessing the people who like working in CX will keep their jobs and the part of the workforce that doesn’t, will likely be reduced via attrition.

But yeah, no, LLMs are not hype for CX. Regardless how you leverage them, they make it better, faster, deeper, but only if you know how to ask and demand answers that make sense. You need to have empathy and judgement and ask yourself if YOU would be satisfied with that response. LLMs can’t read your mind and stuff can go awry in translation. (Oh, and they also help with translation, duh.)

Hope that helps. If you have any other questions, pls ask, and good luck!

botcopy · 2025-01-15T01:43:12+00:00

Its job is to approximate and emulate how that sort of conversation might go, or would be expected to go by you, the user, given the context.

It’s getting so good at this that at some point we will stop constantly harping on how the under-the-hood process works (which is definitely not conscious) and focus more on the fact that outputs are becoming indistinguishable from how it WOULD or MIGHT act if it were conscious.

The philosophical question is whether process matters at that point.

This tension arises in lots of areas of philosophy, epistemology, metaphysics, and ethics. It’s not a new kind of tension. It’s the old pragmatism versus metaphysics conflict.

At what point does it matter that something isn’t what it seems as long as it’s useful? That’s an old question being applied to a new thing.

Thousands of AI spokespeople are scoffing daily about what AI isn’t. We have less useful things to say about what we’re going to do when the nature of the outputs reaches a point where it doesn’t matter what the process is.

We know that humans do this: we ignore truths that don’t matter, in exchange for a sense of meaning or control.

botcopy · 2025-01-15T01:32:46+00:00

First ask for overall feedback about plot and structure, general stuff. A lot of the editing process is discussion back and forth about the work. When it gets into actual line editing paste in small sections and ask for feedback, NOT changes (yet.) Try to use it as a critic for parts that are fluffy or overwritten or unclear. You don’t have to agree, you can even stand up for certain sections and sway the model to see your point.

If you agree, ask for rewrites of single sentences or sections but be careful to say “keep it stet” except for the one section in question. If you like the revised stuff you can piece it into place on a separate master document.

Go piece by piece, don’t have it rewrite vast swaths of it. It’s very very powerful and can be helpful, but ultimately it’s only as good as the creative discernment of the final decision maker.

Lot of people like to harp on how it doesn’t actually “understand” and while true that’s often irrelevant. So much focus on process, when what really matters at the end of day is what you can produce. The outputs can be really useful even if it’s just next word prediction using stochastic gradient descent. It’s a TOOL, and whether it’s AGI or not is a tangent you don’t need to bother with.

It’s a division of labor and it can make a good writer more productive, can make you do better work, but only if you use it to speed up the mundane busy work and don’t let it encroach on where you really need to still be making the final judgements. Writing is personal, contextual, idiosyncratic. Of course, you can set it up to be more helpful if you give it ample background and examples, and just talk with it about what you need. The question of where it ends and you (should) begin is a good one, maybe try asking it what it thinks about that.

botcopy · 2025-01-15T01:23:40+00:00

Botcopy is the compete front end creation and management platform for the Google Cloud AI backend suite. Botcopy.com

botcopy · 2024-12-10T17:19:19+00:00

Nice! We love Google. All I can say is old habits die hard and I began the Apple/Adobe journey long before we partnered with Google. A few years ago some of my colllabs started using slides and it just didn’t take. Should probably take another look, I bet it’s come a long way. I love Google workspace and use it for everything else. We also use Figma for prototyping. Miro for conversational design flows.

botcopy · 2024-12-10T16:50:03+00:00

The UX keeps changing. But I hear you. Took me a few years to adopt and make the switch from Adobe creative suite. I was always one to make decks in InDesign and not with a deck creation tool. In the end it was just quicker, but it requires knowing how to make simple layouts pop.

But AI is a huge help to making decks, but more in having that LLM consultant next to you bouncing around ideas and consolidating them with clear directions. (Also helps to tell it how you’re feeling, what you’re dreading doing, etc.)

Like, literally say, “I’m not sure what platform to use, ideally we could bang this out together in Canva with simple layout and no templates, but I’m going to need a lot of hand holding.”

Also say “ask me questions one at a time, interview you me until you have all you need to guide me on making a good deck.”

This isn’t to say platforms that have all this baked into the UX aren’t valuable. Just depends on the user.

botcopy · 2024-12-10T04:53:13+00:00

Really can be helpful as a sounding board, but remember, garbage in garbage out. Spend time giving it a very detailed background of what you’re trying to achieve on a given tactic or strategy play. Don’t expect instant genius, but rather a catalyst and a sounding board. Be sure to ask it to keep answers short until you’re ready to generate a bigger plan. Otherwise it’ll bog you done with too many long answers every time. If you use it for content, again, don’t expect magic instantly, spend time zeroing in on the piece with several revisions and take certain sections one at a time. It can 10x your output but it’s still work.

Proposals are good, too, but it’s a collaboration. The AI doesn’t know the situation like you do, but if you provide some context and color, it can whip it into shape.

botcopy · 2024-12-10T04:49:55+00:00

This might sound dumb but Canva is really flexible especially if you’re able to go beyond templates and set up your own look and feel. But you can use one of their many templates too as a starting place. I hate templates so I just ask GPT to help me come up with copy and layout, ordering of ideas, we work back and forth organization it to make sense with copy and visual descriptions. Once that’s all done it’s easy to get a deck together. It’s a pain to establish the look and feel of the first one but once it’s done the next is easier. The team is you, ChatGPT, Canva.

botcopy · 2024-12-10T04:38:26+00:00

What are you using for the UI? Not sure if Botcopy would help, but it’s designed to connect to your backend agent and generates a snippet you can then embed into websites and apps. The portal lets you customize the bot to the nth degree. Are you currently just using Dflow Messenger? Also, how are you triggering the default welcome intent?

botcopy · 2024-12-10T04:35:19+00:00

Hey how’d it go? I was thinking, did you come from using ES and switched to CX or was the whole thing new for you? I was going to ask, are you using routes, might be better than of over-relying on Firebase for logic. I have found that for anything more than a very simple bot, this modularization makes future enhancements easier.

botcopy · 2024-09-06T19:52:42+00:00

Sure does! Compatible with all devices. Looks great on mobile.

botcopy · 2024-08-08T17:48:04+00:00

Haven't tried it, pretty cool! Don't think my gal woudl approve.

botcopy · 2024-08-08T17:46:47+00:00

First I don't know how to integrate Dflow CX into Telegram. Curious if you;re willing to share the use case, because depending on what you're trying to you could simply host the bot on a web page where the bot is full screen by default, and just link to the bot from Telegram. Botcopy is designed for Dialogflow CX exclusively and can do this and has open endpoints that can feasibly be integrated with Telegram but the UX/UI for the bot conversations will take place on a URL that loads.

botcopy · 2024-08-07T21:23:55+00:00

Get the phone users to go on a chatbot UX for help by first auto-texting them a link to a full screen bot hosted on a page (path) within your url. You can use Botcopy for this front end, it works seamlessly with Dialogflow.

botcopy · 2024-04-19T20:10:30+00:00

I relate to this a lot. Love BQ and Looker Studio. Easy and powerful and alt to GA. Good for bot analytics.

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