Strong disagree. The way I see it, any successful customer service operation needs to have three things in place:
1. Properly defined and articulated customer service policies and procedures
2. A training program that adequately prepares agents to know, understand and apply those policies and procedures
3. Sufficient inherent capability and disposition of the customer service agents to apply that training
My take is that the (relevant) inherent capabilities of LLMs at even at this early stage are as strong or stronger than what I see in the human customer service agents I typically deal with. And the disposition of an LLM can be arbitrarily good through fine-tuning and prompt engineering.
As such, any company that gets 1. and 2. right has a high chance of providing a better support experience by replacing human agents with LLMs.
1. Properly defined and articulated customer service policies and procedures
2. A training program that adequately prepares agents to know, understand and apply those policies and procedures
3. Sufficient inherent capability and disposition of the customer service agents to apply that training
My take is that the (relevant) inherent capabilities of LLMs at even at this early stage are as strong or stronger than what I see in the human customer service agents I typically deal with. And the disposition of an LLM can be arbitrarily good through fine-tuning and prompt engineering.
As such, any company that gets 1. and 2. right has a high chance of providing a better support experience by replacing human agents with LLMs.