I was personally designing and building these systems for FAANG like companies a few years ago. Lex was the state of the art for these sorts of systems at the

I was personally designing and building these systems for FAANG like companies a few years ago. Lex was the state of the art for these sorts of systems at the time. These newer LLM based systems won't be perfect, but they'll be 10x better at free form intent recognition, and significantly less repetitive and robotic for menus and similar. I suspect the agent experience when you get to a human will be far more comprehensive, enabling real human agents to be just a little bit more helpful sounding. Realistically though, anything that could be used to improve agent or callers experience in these environments will be squeezed and stretched in the name of profit to the point where both parties suffer.