I don't think it really classes as woo-woo - replacing live chat operatives with an LLM is a pretty straight forward and obvious use case. Besides, the full 55

I don't think it really classes as woo-woo - replacing live chat operatives with an LLM is a pretty straight forward and obvious use case. Besides, the full 55k are about all automation, restructuring and digitisation efforts. Doesn't sound entirely unreasonable. They probably are also looking to justify investment and say that they are investing into making the business more profitable for the next 7 years, so don't expect too much profit until after this investment is done.