Behind every decision to replace staff with yet another LLM is endless frustration for customers and clients.

I had an urgent leak to deal with earlier this week, and when I called my rental agency they told me they couldn’t do anything until I’d logged it in their online system. I logged it in detail with photos, then it took me to an LLM. When I told the LLM I wasn’t interested in further chatter and just needed a plumber sent over ASAP, I got a text saying my request wouldn’t be dealt with because I “did not complete the conversation with their agent.” All the while my light bulbs were dripping… I felt like I was taking crazy pills.