I think that's circumstantial. Much as I'm a grouchy curmudgeony geezer at heart, I must begrudgingly admit that at my company, the "HR Chatbot" went from "com

I think that's circumstantial. Much as I'm a grouchy curmudgeony geezer at heart, I must begrudgingly admit that at my company, the "HR Chatbot" went from "complete waste of time" to "can, shockingly, answer my questions most of the time" in the last 5 years. It's actually pretty good these days, and has good paths to guide it, constrain it, or escalate to a human. Mind you a) This is for internal customers not external and b) I don't think it's LLM in the backend, mind you, but not every AI is LLM. This is not to say that I enjoy the current level of customer service or its direction, but honestly I have not enjoyed customer service levels for the last 25 years, on average, well before AI. The problem is usually fundamentally corporate policies and priorities and processes, not whether they're implemented by a human or AI. In the perfect world of unicorns and rainbows, I'm OK with the concept/goal of "90% of repetitive questions/requests get handled automatically, save humans for where human judgment is required". So I guess there's a semi-optimistic part of me in addition to the grouchy geezer :)