The speaker says current models are not yet adequate for customer-support use cases and may never become adequate.

“having the people actually focus on customer support and all those things also basically concludes like yeah like the models are not there yet they may never be and actually this is just the way that you got to do it and the people that really feel it are not the researchers because researchers just always want bigger models to solve everything and the product engineers will try to do it but the fdes the people actually dealing with customers will be like dude they made this like horrible mistake because can never happen again how can you guarantee me that”