My big question is. Why has the company and their development process failed so horribly they need to use LLM instead the app? Surely app could implement everything LLM can too.
Don't LLMs still have to interface with whatever system allows them to do things? Or are they really given free range to do anything at all even stuff no one considered?
I imagine they just help with triaging the customers query so it ends up with the right department/team. Also probably some tech support first in case it can solve the issue first.
