>if you don't want your job replaced by a bot, perhaps you should not be acting like one.
Call center folks, especially the first couple of layers of them, are on scripts. They have decision trees and what to say written down. Bots can be much more dynamic than them. It's a pretty terrible job unless you're fairly uniquely predisposed to liking that kind of work.
This case is an interesting example where the LLM is _worse_ than that; it's not on rails in the same way a front-line call-centre worker would be, so can make stuff up with impunity. This would never have happened with a conventional scripted hotline; at worst it could only have happened if the caller was escalated to someone with the authority to make stuff up, but for a simple question like this they wouldn't have been.
It could be though. The LLM could just choose from options one through 10 of a list of prescribed responses, and an interposer could validate that the output of the LLM truly is an integer and then send that chosen message to the customer.
Call center folks, especially the first couple of layers of them, are on scripts. They have decision trees and what to say written down. Bots can be much more dynamic than them. It's a pretty terrible job unless you're fairly uniquely predisposed to liking that kind of work.