So, I wouldn't be surprised if someone in charge of a QA/ops department chose LLMs over similarly effective existing ML models in part because the AI hype is hitting so hard right now.
Two things _would_ surprise me, though:
- That they'd integrate it into any meaningful process without having done actual analysis of the LLM based perf vs their existing tech
- That they'd integrate the LLM into a core process their department is judged on knowing it was substantially worse when they could find a less impactful place to sneak it in
I'm not saying those are impossible realities. I've certainly known call center senior management to make more hairbrained decisions than that, but barring more insight I personally default to assuming OP isn't among the hairbrained.
Two things _would_ surprise me, though:
- That they'd integrate it into any meaningful process without having done actual analysis of the LLM based perf vs their existing tech
- That they'd integrate the LLM into a core process their department is judged on knowing it was substantially worse when they could find a less impactful place to sneak it in
I'm not saying those are impossible realities. I've certainly known call center senior management to make more hairbrained decisions than that, but barring more insight I personally default to assuming OP isn't among the hairbrained.