Yeah, if I were running a QA department I wouldn't let llms anywhere near actual customers as far as trying to resolve a customer issue directly.

And, this is just a guess, but it's not uncommon that whale customers like that have their own dedicated account person and I'd personally stick with that model.

The use-case I'm like "huh, yeah, I could see that working well" is mostly around doing sentiment analysis and call tagging--maybe actual summaries that humans might read if I had a really well-design context for the llm to work within. Basically anything where you can have an acceptable false positive/negative rate.