Call center employees are pretty much as good as gone once the price comes down on GPT4. You can pretty easily give it a good prompt that allows it to answer very specific questions about your company, or interact with external APIs to schedule services, make changes based on the customer's requests, etc. Throw some Speech to Text and Text to Speech services in front and behind it, and voila you have an AI receptioni…
I am dreading the inevitable future day when I have to argue about a denied health insurance claim on the phone with a fucking robot prompted to make it as difficult as possible for me to win.
Health insurance companies may still seek to deny claims, but the fog of bureaucracy is no longer so easy to hide behind. LLMs should be able to give you a plain-english explanation of why your claim was denied instantly. If they refuse, there will inevitably be consumer-advocate LLMs that can cite the specifics of your health insurance plan in response, or argue on your behalf. I think companies will find that this is a big waste of time, and cut to the chase. Either there is a legitimate reason for claim denial or not. If there is legitimate disagreement on the interpretation of your plan, escalation to lawyers and human review can be fast-tracked.