Is this sarcasm? AI has been getting used to handle support requests for years without human checks. Why would they suddenly start adding human checks when the tech is way better than it was years ago?
AI may have been used to pick from a repertoire of stock responses, but not to generate (hallucinate) responses. Thus you may have gotten a response that fails to address your request, but not a response with false information.
I'm confused. What is your point here? It reads like you're trying to contradict me however you appear to be confirming what I said.
You asked why they would start adding human checks with the “way better” tech. That tech gives false information where the previous tech didn’t, therefore requiring human checks.
Same reason they would have added checks all along. They care whether the information is correct.
These companies that can barely keep the support documentation URLs working nevermind keeping the content of their documentation up to date suddenly care about the info being correct? Have you ever dealt with customer support professionally or are you just writing what you want to be true regardless of any information to back it up?
I'm not saying that they care. I'm saying that if they introduce some human oversight to the support process, one of the reasons would probably be that they care about correctness. That would, as you indicate, represent a change. But sometimes things change. I'm not predicting a change.