

There is another major reason to do it. Businesses are often in multi year contracts with call center solutions, and a lot of call center solutions have technical integrations with a business’ internal tooling.
Swapping out a solution requires time and effort for a lot of businesses. If you’re selling a business on an entirely new vendor, you have to have a sales team hunting for businesses that are at a contract renewal period, you have to lure them with professional services to help with implementation, etc.
This is something an LLM can do really well, really easily, with little engineering effort.
The cat is out of the bag. Most of us have a bunch of unstructured comment data that is peppered with references to local weather, policies, sports, etc. Determining what city or what district you live in is, sadly, not hard in this day and age.
This only requires a quick integration and some promo engineering. Assume people are already doing it.