It’s very exciting to see all the progress with agents. But we shouldn’t get swept away by the hype just yet. In most cases there will be a human in the loop for a while. Compounding errors are real and agents continue to need human guidance. Also inference costs are still high.
The problem is that in trying to preserve the old experience, the 1st gen tools also preserved the restrictions of that world, and weren't able to tap into 2 big advantages of the new one:
Airline apps will also mitigate the need to touch screens; in May, United Airlines Inc. announced plans for touchless kiosks that print baggage tags when you scan your phone.
To update the company’s forecast for a newly hired employee, for example, someone on the finance team typically needs to send a series of emails across the finance and HR departments.
The irony of most of today’s loyalty programs is that they aren’t about loyalty at all. They have more to do with economic calculation and gain management than with the true affinity for a brand.