What call center have you reached where the agent had any decision power? What are you talking about?

Why would anyone need to make a call in such a LLM intermediated scenario? Your llm should talk to their llm. You really yearn for call centers just so the person stonewalling you can be a human paid minimum wage? Call centers are miserable, what satisfaction do you get from wanting humans involved in such a dystopian enterprise?

The deciding power they’re talking about is the power to decide to use or not use an LLM.