For people unfamiliar with this area: you can do all this with AWS, and have been able to for a while now. I left the industry a few years ago, but at the time

For people unfamiliar with this area: you can do all this with AWS, and have been able to for a while now. I left the industry a few years ago, but at the time people were still waiting for Microsoft's response because Amazon were clearing up in the cloud contact centre space. The problem with modern LLMs and AI expectations in this area is that 99% of call centre calls can typically be handled with a basic yes/no/"get your answer from here instead" type response and deflections that doesn't need really fancy AI. "Well great, LLMs can deal with the really hard 1%" - nope, they're the high value, big impact issues that you want your best remaining humans to handle and learn from to feedback into the business.