The existing technology can’t even replace customer support systems, which seems like the lowest bar for a role that’s perfectly well suited to LLMs. How are you justifying the trillion dollar value?
I disagree that customer support is the lowest bar for LLMs. Companies have been trying to reduce customer support spend for decades, and yet it still exists. Why? Because the types of questions and types of callers that fall on-to the remaining customer support requests are not easy to automate. Either the question itself is a complex edge-case that requires human intervention, or the person calling wants to talk to a human and good documentation was not going to change their action.
I think with a bit of engineering, the existing tech can replace customer support systems - especially as the boomers are going away. But I realize this is an uphill battle on HN
> 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.
