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Comment by throwehshdhdy | Hacker News Reader

Plenty of tech companies have started using gen AI for live chat support. Off the top of head I know off sonder.com and wealthsimple.com.

If the LLM can’t answer a query it usually forwards the chat to a human support agent.

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Air Canada did this a bit ago, and their AI gave the customer a fake process for submitting claims for some sort of discount on airfare due to bereavement (the flight was for a funeral). The customer sued and Air Canada's defense was that he shouldn't have trusted the Air Canada AI chatbot. Air Canada lost.

That was in 2022, before LLMs, and they "lost" as in they had to pay back $482 USD.

Weird deflection. GPT 3, a 175 billion parameter model, came out in 2020, so it very much is not before LLMs. I guess you can say the story happened before ChatGPT by a few weeks. As for putting lost in quotation marks, I have no idea why you think the quantity of money is relevant to the outcome. No one was expecting them to file bankruptcy over this, only to follow the original agreement.

Of course it can but I think the issue is that people may try to jailbreak it or do something funny to get a weird response, then post of x.com against the company. There must be techniques to turn LLMs into a FAQ forwarding bot, but then what's the point of having a LLM

That is for selling support. A drone for a consumer drone. Nothing more than a little more sophisticated advertising banner.

This is not being part of a defined workflow that requires structured output.

Perhaps. But it’s telling that someone whose job is selling those kinds of services wasn’t aware of any personally.

"This tech works fine as long as you have a back up for when it frequently fails"

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