[DebtDeflation]

I implemented a number of enterprise Conversational AI tools for customer service back before the GenAI craze started and we used to just call it service orchestration and data/application integration. The chatbot was used to figure out what the customer wanted to do and then from there it was just about automating some business workflow. Customer wants to pay their bill, the bot needs to pull their current balance, get their payment information, process the payment. Customer wants to return a product, the bot needs to retrieve the order info, initiate an RMA, process a refund, etc. These were all well established business process that the bot would execute by making API calls or kicking off an RPA routine. The "agent" talk sounds to me like "let the LLM figure out what it needs to do and then do it" which I'm not even sure is the right approach for most enterprise use cases, it's how you get people tricking chatbots into selling them a new car for $1.