

I’ve worked in an adjacent field (workforce planning) and I deliver B2B software support for a living, so I too have Thoughts.
At least here in Schwedenland, contact centers have been filed down by relentless cost and tech pressure to be about as automated as can be. You have websites with FAQs, simple chatbots that basically repeat the FAQ for those for whom reading more than a sentence of text is too hard, phone trees to gatekeep you from the Inner Sanctum, etc. etc. The end result is that the actual people taking the calls are gonna be the ones who can make human decisions - troubleshoot a complex issue, handle insurance claims, upsell your mortgage.
Trying to att LLM voice tech to that is just going to add another filter between the customer and the center, with the additional reputational risk of the robot fucking up and losing the customer.

Neal Stephenson comes out strong and funny against GenAI here:
https://nealstephenson.substack.com/p/a-remarkable-assertion-from-a16z
“Hypothesis 1: it was written by a clanker”