When not tinkering with Discourse, I lead large teams in support functions. The reality is these models will eventually be more reliable than humans - always on - available anytime from anywhere. There will always be demand for human interaction - I believe - however, I think it’s clear that the next several iterations of LLMs will make it really clear that AI can identify nuance and senitment, and respond accordingly. Perhaps even more effectively than humans as the AI response will be more predictable.
Of course, I am speculating but I’m fairly confident call center/full service strategy will be a much different beast in 5 years.