I'm glad to see that cases are starting to be decided about the liability of using AI generated content. This is something the general public should not need to second-guess.
Honestly LLMs aren’t ready for customer service. If I’m talking to a company I need to have a high degree of accuracy. LLMs are less accurate than trained humans.
This is my personal perception, but I think it's important that there is a clear definition of liability so that companies are able to make their own determinations of what is ready and what isn't.
Few front-line agents have deep knowledge about their company's products or services. They trace their finger through some branches on a flowchart then dictate from a knowledgebase.
Agreed, and I think following flowchart-type logic is within today's AI capabilities. This thread is full of people getting inaccurate responses from humans. I think when it comes to accuracy, a well-trained LLM likely beats the status quo of high-churn low-paid employees following a rote diagram.
Of course there should always be a way to reach a human, a senior agent with actual knowledge that can be applied in subjective ways to solve more complex problems.