What could the LLM be doing that wasn't possible inside the app? At the end of the day, the LLM is just making an API call to whatever system needed to be updated anyway, that could have just been a button in an app.

Just to be clear, the LLM assistant could be a great supplement to the app for people with disabilities or those who struggle with phone apps for whatever reason, but for most people the LLM phone call seems worse.

There's plenty of time for me inside the Amazon app where I'll click the button to get a refund or replacement on an order and go through the little radio options wizard to select the reasoning, and it will tell me it's not eligible for a refund in the end.

I'll switch to the AI chat where it lets you select your order and I'll do the same thing, and it has no issue telling me it can give me a refund and process it instantly.

So my case, the two seem to behave differently. And these are on items that say they're eligible for refunds to begin with when you first order them.