[Ctyra]

Anecdotally, yes, LLMs are more effective at decreasing escalations to humans.

[billllll]

More than existing chatbots? Curious what anecdotes you have, whether it be on the customer-side or the service-side.

[chrsw]

I believe my employer is preparing to replace many or most of their human customer service representatives with LLMs or some form of AI. They haven't said this is their plan but based on several things like the new software and tools they've recently switched to, the fact that all customer services reps have been fully remote since the start of COVID and the volume of calls they can't currently handle in various geographies. I'm just speculating but this is my expectation, and the transition may take many years.