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.

This is why I think LLMs have made the world worse even if I don't buy the fear-mongering. Regardless of the costs to train LLMs, the costs of having those tools available are worse than the benefits. The amount of extra work bug bounty programs have had to do thanks to AI is crazy.

Come to think of it, there are black markets for selling computer security vulnerabilities between nation-states. Maybe our governments can start flooding those with AI generated security exploits. That'd be funny.