>The person on the other side has the same tools you do. No, they don't. I have access to heaps of raw information about customers and their systems that I can

>The person on the other side has the same tools you do. No, they don't. I have access to heaps of raw information about customers and their systems that I can easily provide to my AI. That AI can also dig through all the communications we've had with other customers who have asked us similar questions, and draft a coherent on-brand response. I often paste AI-generated responses with significant success, and all I have to do is make sure the answer isn't wrong and doesn't include sensitive info, and to remove a few extra adjectives and em-dashes that I don't want. If the customer has access to my tools, that's a critical security incident. They contact me because I have access to info they don't, and unlike and AI, I can guarantee my response is valid. As for people who copy/paste AI generated text blindly: That's firable in my books.