That’s true. I agree that’s the only area its revolutionized.

We have found it useful for summarizing interactions, doing evaluations on interactions that would have no evaluation otherwise, and highlighting and summarizing relevant passages in knowledge articles for people on interactions with customers and for customers themselves via the web. It does have value, just a small fraction of that which would be needed to justify the investment being made and the valuations it’s getting.

I work for a contact center software company. There are definitely some valid use cases for agentic ai and LLM’s but most of the stuff being attributed to the latest wave of AI is stuff that’s already been possible for a decade at least. The new tech open up a few good use cases but they are definitely incremental rather than revolutionary.