I think this is generally a good product because businesses that previously had zero phone support can now afford to have something. However, the hard work of actually building out the various workflows and decision trees is not automatic. Previously, a call center employee would receive abuse from a caller for being unempowered to make a decision. Instead, an LLM will perform the same role.

Ideally, businesses will escalate to an empowered human for all undefined parts of the flowchart. In practice, I truly hope it will be better than the current pre-recorded phone tree system that leads to a human following a script.

I personally only call support because a fix is not available through an organization's website.