[throwaway2037]

Don't think of LLM as completely replacing the support agent here; rather augmenting. A lot of customer service is setting/finding context: customer name, account, order, item, etc. If an LLM chatbot can do all of that, then handoff to a human support agent, there is real cost savings to be had, without reducing the quality of service.

[uoaei]

I'd love for others to think that way. I am a very vocal (in my own bubble) advocate for human-in-the-loop ML.