AI Customer Support: LLM Understands Users, Rules Decide What It Can Do
goyalshaliniuk · x · 2026-09-16
The author illustrates the "LLM + rules" hybrid with an AI customer support system: the LLM understands the user's message and drives natural conversation, while the rules layer decides what the system is allowed to do — answering common questions, checking order status, escalating angry customers, and blocking unauthorized refunds. Natural conversations with predictable business logic.
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