> I think with a bit of engineering, the existing tech can replace customer support system

That's the lowest of the low and even you accept it doesn't work (yet), how can LLMs be worth 50% of the last years of gdp growth if it's that bad. Do you think customer support represents 50% of newly created value ? I bet it isn't event .5%

But the point is the tech obviously isn't there yet. LLMs are still too prone to giving falsehoods and in that case a raw text-search of the support DB would be more useful anyways.

Maybe if companies would wire up their "oh a customer is complaining try and talk them out of canceling their account offer them a mild discount in exchange for locking in for a year contract" API to the LLM? Okay, but that's not a trillion-dollar service.