The ultimate differentiator is that LLM, with proper management, can give you a definite, exact answer to your very specific question. This is also a usability boost; it's like moving from a landline phone to a mobile phone from a usability standpoint.
The entire chatbot history is a path towards making support better and more accessible because human agents cost a lot. In fact, the entire chatbot business has to compete with the cheapest human agents on the planet.
You can clearly see NLP-gen bots evolution. From a basic how to reduce the load on human agents to cover the top 100+ questions by bot.
The current LLM generation of bots will evolve into pre-AGI bots, which will be very informative and capable of answering 1000+ questions.
The improvement is 100x, at least. This is HUGE. The numbers are just average, but the limiting factor were levels of efforts to manage these bots.
People who wrote and read the article have a professional deformation/bias.
We are all advanced Google search users or even represent businesses that depend on Google. The majority of the population on earth is still not very good at doing online research to just solve their basic problems. They trust phone calls, tiktok recommendations and sometimes chatbots, sure. They will prefer anything but not complex googling and digesting large amounts of information.
LLM-powered bots are also much easier to manage, including capabilities of bots actually doing something, e.g., making requests to DB, etc.
Even pre-AGI chatbots, with their 100x+ improvement, will cut a huge amount of what we use to call web2.0/3.0.
LLM is just a vehicle that eventually standardizes content mechanisms. It will cover every aspect of content creation,update, moderation, analytics, and delivery, including, but not only delivery through a chatbot.
Such a change will be as different as the pre-internet media vs the social media era.
We used to think that the Western world is a cutting edge of every single trend globally. In fact only western world is still living in pre-chat world where websites are the main engine of information exchange.
Look at Wechat, Telegram, and Line with their billions of auditory. LLM-powered chatbots will bring the lagging Western world, which used to be golden billion, into modern world reality. This article is just a mental resistance to what's imminent.