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.