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Me: Chatbot, are you speaking for $COMPANY? Are you $COMPANY's agent? Can I take your statements as being $COMPANY's legal position?

Chatbot: <waffle>

Me: Please put me through to a person that can articulate $COMPANY's legal position. This conversation can serve no more purpose.

This is my personal perception, but I think it's important that there is a clear definition of liability so that companies are able to make their own determinations of what is ready and what isn't.

Few front-line agents have deep knowledge about their company's products or services. They trace their finger through some branches on a flowchart then dictate from a knowledgebase.

Flowcharts are reliable

Agreed, and I think following flowchart-type logic is within today's AI capabilities. This thread is full of people getting inaccurate responses from humans. I think when it comes to accuracy, a well-trained LLM likely beats the status quo of high-churn low-paid employees following a rote diagram.

Of course there should always be a way to reach a human, a senior agent with actual knowledge that can be applied in subjective ways to solve more complex problems.