LLMs: Revolutionizing Customer Support or Ringing its Death Knell?

Explore a conference talk examining the impact of Large Language Models (LLMs) on customer support. Delve into the potential revolution LLMs bring to the field, as well as concerns about their implementation. Analyze traditional customer support methods and compare them with LLM-driven approaches. Investigate the pros and cons of using AI in customer service, including efficiency gains and potential drawbacks. Learn about hybrid approaches that combine human expertise with AI capabilities. Discuss the importance of adaptation, evolution, and maintaining customer trust in the changing landscape. Gain insights into various stakeholder perspectives on the integration of LLMs in customer support roles.

intro
preamble
overview
but...
chat gpt and llama
traditional customer support
impact of llm-models
let's talk about pros...
how about cons?
hybrid approaches
adaptation and evolution
customer trust
stakeholder perspectives
thanks!