We've kept track of and continue to keep track of AI and developments in that field, to an extent that's possible for us to follow it given we're not experts, because it can get quite technical.

We've used it for some rewrites and some image generation, and it does have its uses. However, it has limitations in our experience.

One limitation is that when you ask it to look things up, it's not always correct. Not correct enough to trust in our world of spare parts and technical information.

Technical documentation is often quite visual, linked with a bunch of text and you need to follow both to get to the correct information. We might not be explaining that very well, but it's often a case of deciphering not only model numbers but also product codes and/or serial numbers, then drilling down on what's needed in each instance.

It is designed for humans, technicians, to use, not computers.

So we put humans first.

It's not a discrimination thing by any means, other than, until it can be proved that AI (or machine learning) can be greater than 99% accurate as we are, we can't use it to give customers information as less than that 99%+ accuracy isn't good enough for us.

What that means is that when you get in touch with us for help, you get a human to talk to. Not a machine.

If others are happy with less accuracy to save a few quid, good luck to them.