A non-open ended path collapses into a decision tree. Very hard to think of customer support use-cases that do not collapse into decision trees. Most prompt engineering on the SaaS side results in very long prompts to re-invent decision trees and protect against edge cases. Ultimately the AI makes a “decision function call” which hits a decision tree. LLM is very poor replacement for a decision tree.

I use LLM every day of my life to make myself highly productive. But I do not use LLM tools to replace my decision trees.

It just occurred to me that with those massive system files people use we’re basically reinventing expert systems of the past. Time is a flat circle, I suppose.

A decision tree is simply a model where you follow branches and make a decision at each point. Like...

If we had tech support for a toaster, you might see:

    if toaster toasts the bread:
      if no: has turning it off and on again worked?
        if yes: great! you found a solution
        if no: hmm, try ...
      if yes:
        is the bread burnt after?
          if no: sounds like your toaster is fine!
          if yes: have you tried adjusting the darkness knob?
            if no: ship it in for repair
            if yes: try replacing the timer. does that help?
              if no: ship it in for repair
              if yes: yay you're toaster is fixed

Any chance you can ELI5 this to me?

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Just search "expert system"