Raw LLM Responses

I don’t know about anywhere else but in Canada we’ve been using customer service bots for years and it grows every year. Many in this thread have linked the air canada bot lawsuit. With some companies it’s impossible to talk to a human unless you can convince the bot to do so. And even with the rapid rise in AI capabilities, especially with regards to language, I still don’t see AI/bots progressing beyond “level 1” support for a long time. Basically basic troubleshooting and information you can find on the company website. As soon as you allow AI to do financial authorizations, exceptions to policy, etc. and the company will be held to those decisions, there’s a whole host of issues with that. I think you’ll need human intervention for a long time with the more advanced customer support subjects, which is currently the only reason I ever call nowadays