> But the LLM can tell meemaw to reset her dang router. If that's all you consider support to be (which is almost certainly the case if you outsource it), then you stand nothing to lose from using AI.

I worked in a call center before getting into tech when I was young. I don't have any hard statistics, but by far the majority of calls to support were basic questions or situations (like Meemaw's router) that could easily be solved with a chatbot. If not that, the requests that did require action on accounts could be handled by an LLM with some guardrails, if we can secure against prompt injection.

Companies can most likely eliminate a large chunk of customer service employees with an LLM and the customers would barely notice a difference.