That surprised me at first, but there are plenty of customer service representatives who are literally just following scripts for these things anyways.
E.g. any customer is allowed their first 2 returns with no questions asked as long as the value is under $200, 1 full refund if the value is under $50, and all returns under $200 are accepted as long as the overall return rate in their account is less than 15%. If none of these conditions are fulfilled, then escalate.
So as long as the LLM's actions are limited to only the types of basic things newly trained customer service reps could do anyways, and there are strict business logic guardrails in place regarding amounts, frequencies, etc., this seems totally fine. (To be clear -- hard business logic guardrails in actual code, not in the LLM.)
E.g. any customer is allowed their first 2 returns with no questions asked as long as the value is under $200, 1 full refund if the value is under $50, and all returns under $200 are accepted as long as the overall return rate in their account is less than 15%. If none of these conditions are fulfilled, then escalate.
So as long as the LLM's actions are limited to only the types of basic things newly trained customer service reps could do anyways, and there are strict business logic guardrails in place regarding amounts, frequencies, etc., this seems totally fine. (To be clear -- hard business logic guardrails in actual code, not in the LLM.)