The counter: the existing system of checks with (presumably) humans was not good enough. For the last 15 months or so, I have been dealing with E.ON claiming one thing and doing another, and had to escalate it to the Ombudsman. I don't think E.ON were using an AI to make these mistakes, I think they just couldn't get customer support people to cope with the idea "the address you have been posting letters to, that address isn't simply wrong, it does not exist". An LLM would have done better, except for what I'm going to say in the counter-counter.
The counter-counter, is that LLMs are only an extra layer of Swiss-cheese: the mistakes they make may be different to human mistakes or may overlap, but they're still definitely present. Specifically, I expect that an LLM would have made two mistakes in my case, one of which is the same mistake the actual humans made (saying they'd fixed everything repeatedly when they had not done so, see meme about LLMs playing the role of HAL in 2001 failing to open the pod bay door) and the other would have been a mistake in my favour (the Ombudsman decided less than I asked for, an LLM would likely have agreed with me more than it should have).
The counter: the existing system of checks with (presumably) humans was not good enough. For the last 15 months or so, I have been dealing with E.ON claiming one thing and doing another, and had to escalate it to the Ombudsman. I don't think E.ON were using an AI to make these mistakes, I think they just couldn't get customer support people to cope with the idea "the address you have been posting letters to, that address isn't simply wrong, it does not exist". An LLM would have done better, except for what I'm going to say in the counter-counter.
The counter-counter, is that LLMs are only an extra layer of Swiss-cheese: the mistakes they make may be different to human mistakes or may overlap, but they're still definitely present. Specifically, I expect that an LLM would have made two mistakes in my case, one of which is the same mistake the actual humans made (saying they'd fixed everything repeatedly when they had not done so, see meme about LLMs playing the role of HAL in 2001 failing to open the pod bay door) and the other would have been a mistake in my favour (the Ombudsman decided less than I asked for, an LLM would likely have agreed with me more than it should have).