[la_fayette]

Yes that sound like important and useful use cases. However, these are solved by boring old school ML models since years...

[williamdclt]

I think what they're saying is that you need the summaries to do these things

[esafak]

It's easier and simpler to use an LLM service than to maintain those ad hoc models. Many replaced their old NLP pipelines with LLMs.

[prashantsengar]

The place I work at, we replaced our old NLP pipelines with LLMs because they are easier to maintain and reach the same level of accuracy with much less work.

We are not running a call centre ourselves but we are a SaaS offering the services for call centre data analysis.

[aaomidi]

Sentiment analysis was not solved and companies were paying analyst firms shit tons of money to do that for them manually.

[doorhammer]

So, I wouldn't be surprised if someone in charge of a QA/ops department chose LLMs over similarly effective existing ML models in part because the AI hype is hitting so hard right now.

Two things _would_ surprise me, though:

- That they'd integrate it into any meaningful process without having done actual analysis of the LLM based perf vs their existing tech

- That they'd integrate the LLM into a core process their department is judged on knowing it was substantially worse when they could find a less impactful place to sneak it in

I'm not saying those are impossible realities. I've certainly known call center senior management to make more hairbrained decisions than that, but barring more insight I personally default to assuming OP isn't among the hairbrained.

[shortrounddev2]

My company gets a bunch of product listings from our clients and we try to group them together (so that if you search for a product name you can see all the retailers who are selling that product). Since there arent reliable UPCs for the kinds of products we work with, we need to generate embeddings (vectors) for the products by their name/brand/category and do a nearest-neighbor search. This problem has many many many "old school" ML solutions to it, and when i was asked to design this system I came up with a few implementations and proposed them.

Instead of doing any of those (we have the infrastructure to do it) we are paying OpenAI for their embeddings APIs. Perhaps openAI is just doing old school ML under the hood but there is definitely an instinct among product managers to reach for shiny tools from shiny companies instead of considering more conservative options