Don't LLMs still have to interface with whatever system allows them to do things? Or are they really given free range to do anything at all even stuff no one considered?
I imagine they just help with triaging the customers query so it ends up with the right department/team. Also probably some tech support first in case it can solve the issue first.
In the thread you are replying to, the problem was resolved in a minute or two. It didn't get escalated to some team.
but... they could add the LLM to the app
Let's take Zawinski's old law up a notch:
"Every program attempts to expand until it has a built in LLM."