I hope they've solved the hallucination problem because I would be terrified to trust LLMs to handle customer service issues in a heavily regulated industry.
Why is it that brick and mortar businesses need to provide customer support and online business get to dodge that responsibility?
Regulations need to catch up on them.
What's new is an LLM working in customer service and hallucinating a fictional version of reality that only it can see, and making decisions based on that.
(A self-checkout kiosk doesn't make decisions, so no LLM needed.)
Maybe my last item was not heavy enough to cause the scale under the bagging area to register it.
And even if you submit that this is decision-making: You're still going to be able to check out. The process will stall until a human comes to help, and you'll ultimately be allowed to pay for the things you're buying and leave with them.
The kiosk works like this: If the value is unexpected, then get help.
When this happens it is an inconvenience, and it's a very low-value inconvenience at that. You'll pay what you expect and move on with life. There's very, very seldom any negotiation at the checkout, whether at a kiosk or with a cashier.
But with AI in charge of complex things, it can go more like this: If the value is unexpected, then refuse the claim/loan/inquiry/whatever and tell the person to pound sand. (What human?)