I just had my first experience with a customer service LLM. I needed to get my account details changed, and for that I needed to use the customer support chat.

The LLM told me what sort of information they need, and what is the process, after which I followed through the whole thing.

After I went through the whole thing it reassured me everything is in order, and my request is being processed.

For two weeks, nothing happened, I emailed the (human) support staff, and they responded to me, that they can see no such request in their system, turns out the LLM hallucinated the entire customer flow and was just spewing BS at me.