Well on paper using an LLM for customer support seems great. A service agent who is infinitely patient, doesn’t mind overlong support sessions, who is always polite? That’s sounds great. But real life isn’t like that, and the people who do prefer LLMs over people haven’t had the time to realize why LLMs aren’t up to the task yet. But that might change in a couple years.
Well on paper using an LLM for customer support seems great. A service agent who is infinitely patient, doesn’t mind overlong support sessions, who is always polite? That’s sounds great. But real life isn’t like that, and the people who do prefer LLMs over people haven’t had the time to realize why LLMs aren’t up to the task yet. But that might change in a couple years.