[skepticATX]

I genuinely do not understand why anyone thinks that LLMs for customer service is a good idea.

I want to avoid having to talk to someone from a business at all costs. The only time I (begrudgingly) reach out to customer support is when I need to accomplish something that I can't do natively through the service. If a LLM can do the task, then just make it part of the service. Why add a LLM middleman?

I do get that I might be a bit weird and there are folks out there that like to talk to someone. But these people are probably even less likely to care for LLMs than I am, since they value talking to a real person.

[fragmede]

Because as much as I'd like a button to press to fix my problem, what that problem is, is material to what the LLM or customer service agent chooses to do, and the problem space of things that could possibly be wrong is way larger than any service can hope to program in a page for every single last possiblity.