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Totally understandable that most people would want to chat with a human agent (I sometimes share the same feeling). However, I do think that a major reason for that is voice bots were bad before and could not understand and get things done, and felt like waste of time. With advancements in voice AI and LLM, I'm confident that there would be more use cases where talking to a voice bot is not a bad experience.

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No. LLMs are worse for customer experience than their predecessors: LLMs confabulate, and their language is so smooth that you often need expertise to catch them in it.

People call customer service because they don’t know what to do. It would be better for most customers to talk to a bot that they can catch making a mistake.

Recent example: https://bc.ctvnews.ca/air-canada-s-chatbot-gave-a-b-c-man-th...

Yes, I agree there are problems with LLM (hallucinations, persona, etc), and that's exciting because that means room for improvement and opportunities. I know many people who are working hard in that field trying to make LLM converse better.

For example - "hallucinations / LLMs confabulate": techniques like RAG can help - "Language is so smooth that you often need the expertise to catch them in it", fine-tuning and prompt engineering can help

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