I completely agree that the "grounding" problem is solvable. It shouldn't take too long before we have bots with much more reliable answers.
My worry, from working in the chatbot support industry, is that companies are not aligned to help you solve problems faster. If you get in touch with a real human being about a product issue, they may have sympathy with your issue, or get tired of you, and just refund or whatever.
Meanwhile AI support could have you keep trying less and less likely to work solutions until the sun dies. Companies don't always want you to reach the true solution, and smart AI can act as a wall between you and it.
Of course, whenever insentives are aligned, better AI may significantly improve the quality of support.
My worry, from working in the chatbot support industry, is that companies are not aligned to help you solve problems faster. If you get in touch with a real human being about a product issue, they may have sympathy with your issue, or get tired of you, and just refund or whatever.
Meanwhile AI support could have you keep trying less and less likely to work solutions until the sun dies. Companies don't always want you to reach the true solution, and smart AI can act as a wall between you and it.
Of course, whenever insentives are aligned, better AI may significantly improve the quality of support.