Oracle's new AI-enhanced support portal leaves users fuming

Oracle's new AI-powered support portal is frustrating customers and support engineers who are struggling to find the basics, such as old tickets, links to database patch programs and release schedules for current databases. The new support portal from Big Red — My Oracle Portal or MOS — which went live in early December, has …

[Anonymous Coward]

I still don't comprehend the blind faith C-Suite put in AI (unless it's really to do with chasing that next bonus by reducing headcount). What we're seeing now is just the tip of the iceberg.

[Flocke Kroes]

There are managers out there capable of recognising skill and valuing it. There are also managers who do not value skill when it walks in through the door and do not recognise it until after it left. LLMs are good are supporting your views, leading them to become trusted by people who do not check for confirmation bias. A perfect opportunity for managers bad a recognising skill to hire and incompetent LLM.

[Anonymous Custard]

Sometime around when the workforce stopped being viewed as people and started being seen only as resources?

Fully agree on the point above about some LLM's ending up as echo chambers rather than useful reference aids though.

It does certainly explain why some elements eulogise them so much.

[Anonymous Coward]

Its not the C-suite, its the investors. The investors need their investments in AI to pay off. What easier way to drive the AI business than to make it a requirement of all of the companies in which they're invested.

[ecofeco]

Exactly.

[ecofeco]

It has nothing to do with blind faith and everything to do with their investments.

All the wealthy folks have gone "all in" on AI.

Conflict of interest is just SOP these days.

So is FOMO (fear of missing out, which drives more than just consumer tat)

[Darkedge]

Oracle's support site was a jumbled mess

and always was painful to use but yeah they have made it much much worse.

Also loved that we received an email to say the new launch of the improved support site was delayed and would launch at a later date , yet got another email 30 mins later another saying it had been done & the new site was live. Embarrassingly incompetent.

[b0llchit]

Re: Oracle's support site was a jumbled mess

AI has been tasked to create the new email service and now you get an email to announce that you will be getting an email containing the announcement of getting an email that announces getting an email about the AI sending you an email that announces the email you will be receiving.

[ecofeco]

Re: Oracle's support site was a jumbled mess

You are not even joking. I've actually seen this.

[Steve K]

Re: Oracle's support site was a jumbled mess

Agreed - it takes something to make it even worse than the old "Support" site for navigation, finding information etc.

[Scene it all]

Re: Oracle's support site was a jumbled mess

I remember how frustrating it was navigating the Oracle web site to find documentation, and I was working there at the time!

[ecofeco]

Re: Oracle's support site was a jumbled mess

Hierarchy and taxonomy are big words.Too big for most people. Even those with advanced degrees.

[Paul Herber]

AI has made things better, said nobody, ever!

[TVU]

"Oracle's new AI-enhanced support portal leaves users fuming"

^ This does not surprise me at all. AI has no emotional intelligence, it is still significantly imperfect and it is now being used to replace front line first contact humans resulting in a significantly worse service. This is in addition to the sacking of staff to save $$$.

[Bebu sa Ware]

MOP — My Oriface's Portaloo ?

Every enterprise that mindlessly deploys this steaming pile of AI turds between their business and their (for now) customers is actively shitting on those customers.

How long before it becomes "anything but Oracle…" as though it wasn't already that for other completely distinct piles of crap previously dumped on customers.

[JWLong]

Re: MOP — My Oriface's Portaloo ?

>>.....How long before it becomes "anything but Oracle…" as though it wasn't already that for other completely distinct piles of crap previously dumped on customers......<<

It amazes me as to whom, between Orifaces and MicroShit(softTurdage), who can shit in their own kitchen the most!

[Anonymous Coward]

They laid off all the 20 and 25 year veteran support people I know in the second half of this year.

So in addition to destroying the document base and portal, there's nobody to escalate to when you need it.

[ecofeco]

Uh oh.

[Don Bannister]

AI Acronym Generator ?

"The new support portal from Big Red — My Oracle Portal or MOS" ?!

[ADJB]

Re: AI Acronym Generator ?

To be fair MOS might be meaningless but it's better than calling it MOP

[PeterM42]

Given that 50% of people are below average intelligence

The it follows that Artificial Intelligence is 50% below average intelligence.

ie: CRAP! (And it's Oracle Crap!!!)

[Random as if !]

Promptspitutes

That's who you are getting into bed with, that's who runs that now , no-code , low-code is out baby, it's too techy, we just write what we think you to do , and charge you for it... The oracle O hole baby!

[Mimsey Borogove]

It is perhaps remarkable that in making these improvements, Oracle seems to have made the service worse.

That's been the case with Windows for years. Apparently, the fact that MS is still in business means that how it does stuff works.

[Anonymous Coward]

Going from bad to worse...

As someone who has used and relied on Oracle Support for many, many years ... this has taken the cake! The Oracle human support experience has been largely poor with many cases taking months to resolve one issue. In some cases a year or the issue never being resolved.

For me, the issue must lie at the feet of decision-makers pulling the levers purely for the benefit of shareholders. As an ex-employee who was made redundant for the work to fall on low-cost resource who had not even been trained on the skills required, I could see exact what was happening ... save overheads no matter the cost!

On the basis of my Oracle experience, I could never recommend any of their products.