Why was 'can a user request a different email' not literally the first test that comes to mind when making something like this? Do they not test anything because the scale is too big?
> If we’re going to talk about good software design, we have to talk about Laziness, Impatience, and Hubris, the basis of good software design.
sourced from https://bcantrill.dtrace.org/2026/04/12/the-peril-of-lazines..., where Bryan Cantrill makes the point that:
> The problem is that LLMs inherently lack the virtue of laziness. Work costs nothing to an LLM. LLMs do not feel a need to optimize for their own (or anyone’s) future time, and will happily dump more and more onto a layercake of garbage.
which I think is interesting, albeit somewhat tangential to the current discussion.
Remember the "ChatGPT lazy winter" 2 years ago? (https://hn.algolia.com/?dateRange=all&page=1&prefix=true&que... )
That was truly "lazy", as in "yo... I'm not interested in doing this so I'll half-ass it or just tell someone else to do it".
The kind of "lazy" that is mentioned in your quote is "I don't want to add work to future me's life". I don't think "lazy" is the right word for it.
During development they were likely not thinking of the user experience, nor even the support agent experience, but on their development experience, they asked the LLM to develop the chatbot, and it worked, and the speed was documented and reported upstream so that shareholders invest, if there is any forethought it would go against the narrative of AI becoming the engineer or 100xing productivity.