Thread regarding Cigna layoffs

@b4 it's an issue with the AI, not KX. the AI doesn't carry over any of your filters being applied in KX itself, it counts as an entirely separate entity accessing KX. it's also coded to answer the request in a way that can be read to the caller, so it prioritizes results in an entirely different way. it also doesn't have the clearance restrictions that agents do

sooo when agents need to access an article or an answer to have on their screen because otherwise it'll count as prior knowledge and lead them to a PIP, instead of being able to pull up the article they already know exists, they again get an answer amalgamated from team lead articles, restricted client articles, and articles meant for different departments. because they can't filter those out or restrict them. and to think they're planning on locking access to KX in october so you can only go through the AI is hilarious lol

@a7 Sounds like you don't know how to search KX effectively. Maybe not your fault, the training on it su-ks and a good majority were never taught c

@OP As a former senior manager, I agree with you. However, this direction is slightly misguided: "Bonus points if your mgr can report that you have generated some breakthrough with the use of AI." It's up to the BUSINESS/CIGNA, whatever department you are in, to figure out how best to use AI, not just "use AI". That's the problem with Cigna as a whole, the powers that be appear to have zero strategy or direction. That should be coming from your managers, directors, etc. Yes, it's a tool, but companies that don't know how to define how AI will be used, the problem it is solving for, or the value it provides will fall short and millions of AI investment dollars will be wasted.

What’s next counting our mouse clicks per hour -_-

thats a great point except if you are tabulating "oh J used the AI tool 100 times out of 500 instances hes not doing good" when 300 of the instances did not require AI usage then you're firing your most competent people. the ones who aren't smart enough to just search random cr-p thats irrelevant to whatever they're doing anyway

in the customer service field it's pointless to use the AI because they don't have safeguards to differentiate between the client. so you search something, it returns an amalgamation of results from 5 clients, all with client specific policies, and none of which are the client you need information for

and what's that? there's a disclaimer that says this answer was generated by AI, make sure its correct? oh, so it was pointless to ask to begin with when you can just do a manual search instead