> Doesn't the Air Canada case demonstrate the exact opposite, that real businesses actually are using AI today to replace jobs that previously would have required a human?
It shows that some are trying, and failing at that.
> Furthermore, don't you think it's possible for a real human customer service agent to make such a blunder as what happened in that case?
One human? Sure, some people are plain dumb. The thing is you don't give your entire customer service under the responsibility of a single dumb human. You have thousands of them and only a few of them could do the same mistake. When using LLMs, you're not gonna use thousands of different LLMs so such mistakes can have an impact that's multiple order of magnitude higher.
It shows that some are trying, and failing at that.
> Furthermore, don't you think it's possible for a real human customer service agent to make such a blunder as what happened in that case?
One human? Sure, some people are plain dumb. The thing is you don't give your entire customer service under the responsibility of a single dumb human. You have thousands of them and only a few of them could do the same mistake. When using LLMs, you're not gonna use thousands of different LLMs so such mistakes can have an impact that's multiple order of magnitude higher.