The idea that customer service can be 'automated away' is dangerous, and has been proven wrong again and again. And soon, LLMs will be used to attempt to solve this problem again, and they will fail again.
It is easy to look at the historical information in a ticketing system and make the conclusion that the vast majority of the issues can be solved by pointing the user to frequently-encountered solutions. However, the issues that are easily solved are also typically the least impactful. It is the long-tail of this problem that is difficult to solve, and is infinite in length; there will always be exceptions that automation cannot handle.
Completely neglecting these issues should be prohibited for consumer commercial services.
It is easy to look at the historical information in a ticketing system and make the conclusion that the vast majority of the issues can be solved by pointing the user to frequently-encountered solutions. However, the issues that are easily solved are also typically the least impactful. It is the long-tail of this problem that is difficult to solve, and is infinite in length; there will always be exceptions that automation cannot handle.
Completely neglecting these issues should be prohibited for consumer commercial services.