[Dyac]

I think the problem is that building out chat flows, sitting down with customer care and figuring this stuff out, iterating and improving the "if this then that" logic within a flow builder tool isn't particularly sexy work. "LLMs" and "AI" is though.

The cost of using generative AI to answer questions is orders of magnitude more expensive than using flows. Plucking a company out of thin air - Landbot [1] offers both flow and generative chats. For $100 per month you can have 2,500 flow chats, or 30 "AI" chats. That's nearly a 100x difference in cost. The risks are much higher too - with the flow builders if there's a sudden policy change or whatever then someone can just go into the system and edit it - with AI you'd have to retrain the model somehow. There's also no risk of hallucination with a flow based builder.

I'm not saying that Gen AI customer service chatbots don't have a use - what I'm trying to say is that in the real world, business would probably be better served day-to-day with just setting up decent flows in rules based bots. That's unsexy though - it doesn't attract tech talent, it doesn't get people promoted and it doesn't get shouted about in the press. It is, however, probably much better for the environment and the company's P&L (but possibly not their valuation if they're trying to ride the hype train).

[1] https://landbot.io/pricing