I work for a company providing those kind of solutions and yeah, the mandate from above is that we need to build an AI bot that will replace real human CS agents. The "vision" from our CEO is that he wants to replace 95% of all human interactions with the bot, to which the dev team in unison exclaimed "what the fuck?".

It's literally just calling the OpenAI APIs with some overly complex system prompt. It is laughably useless, constantly lies, but some of our bigger (read: soul-less corpo) customers love it because they can get rid of a portion of their CS team even further than they've already been doing.

From what I've noticed, it's mostly marketers, spammers/scammers, and the C-level and their investor buddies that are excited about AI, and the not-so-cynic in me can't see it for anything else other than a way for them to fire people en-masse to make more money by automating their jobs away, regardless of if the quality is horrendous or not.

I think we're already reaching a point where regular people are kind of sick of all the AI shit, though. Who knows, maybe people start abandoning anything that smells of AI en-masse? It's nice to dream, anyway.