The Web as a Platform for Customer Service and Consultation


Hatched by Glasp

Sep 08, 2023

4 min read


The Web as a Platform for Customer Service and Consultation


The web has revolutionized the way people seek information, engage with others, and exercise their knowledge and power. It has tapped into the fundamental human need to be consulted and engaged, giving rise to platforms like Wikipedia, Reddit, and YouTube. In this article, we will explore the concept of "Why wasn't I consulted" (WWIC) and its implications on the web as a customer service medium. We will also delve into the idea of self-improving AI and the role of domain experts in shaping the future of artificial general intelligence (AGI).

The Power of Consultation:

Humans have an innate desire to be consulted and have their opinions heard. This need for consultation has been effectively tapped into by various platforms on the web. The prime example of this is Wikipedia, where unpaid labor contributes to a vast repository of knowledge. The ability to contribute and be consulted has made Wikipedia a powerful tool for collective wisdom.

Similarly, platforms like Stack Overflow, Hunch, Reddit, and Quora provide avenues for people to seek advice, share insights, and engage in meaningful discussions. These platforms have harnessed the power of consultation to create vibrant communities and tap into the collective intelligence of the crowd.

The Role of User Feedback:

In addition to consultation, user feedback plays a crucial role in shaping online platforms. YouTube, for instance, allows users to upload and distribute videos, while also providing a space for comments and discussions. The introduction of thumbs-up/thumbs-down icons enables users to rank the comments and videos, creating a feedback loop for content creators.

MetaFilter takes user feedback to another level by asking its members to filter and write up the best of the web. The focus is on moderating and managing the community, which has proven successful in creating a valuable and engaging platform. MetaTalk, the part of MetaFilter dedicated to discussing the platform itself, further reinforces the concept of WWIC and ensures that users feel consulted about being consulted.

The Web as a Medium for Customer Service:

The web is not just a platform for consultation and feedback; it is also a powerful medium for customer service. Businesses and creators can leverage the web to create a service experience around their products and engage with their customers. By defining the boundaries of their communities and punishing transgressors, they can foster a sense of trust and loyalty among their audience.

Additionally, niche communities can be targeted with personalized ad placements, ensuring that the right audience is reached with the right message. This approach not only enhances the customer experience but also increases the chances of making a sale.

The Future of AGI and Domain Experts:

Moving beyond the web as a customer service medium, we must also consider the future of artificial general intelligence (AGI). OpenAGI, a platform that formulates complex tasks as natural language queries, holds promise in bridging the gap between AGI and domain experts. The Language Model (LLM) within OpenAGI synthesizes and executes models provided by the platform to address complex tasks.

To improve the LLM's task-solving ability, a Reinforcement Learning from Task Feedback (RLTF) mechanism has been proposed. This mechanism utilizes the task-solving result as feedback, enabling a feedback loop for self-improving AI. The collaboration between the LLM and domain experts holds immense potential in shaping the future of AGI.

Actionable Advice:

  • 1. Create a service experience around your products and services. Define what customer service means in your industry and strive to exceed expectations. This will enhance customer satisfaction and loyalty.
  • 2. Embrace user feedback and actively seek it out. Encourage your audience to share their opinions, suggestions, and concerns. This will not only help you improve your offerings but also make your customers feel consulted and valued.
  • 3. Identify niche communities that align with your products or services. Engage with these communities through targeted ads, personalized messaging, and tailored content. This will generate better results and maximize your online spend.


The web has transformed into a powerful medium for customer service, consultation, and collaboration. By tapping into the human need to be consulted, platforms like Wikipedia, Reddit, and YouTube have harnessed the collective intelligence of the crowd. Additionally, businesses can leverage the web to provide exceptional customer service experiences and engage with their audience. Looking ahead, the collaboration between AI and domain experts holds promise in shaping the future of AGI. By embracing consultation, feedback, and collaboration, we can create a web that truly caters to the needs and aspirations of its users.

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