@rolfschmidt
For companies where support is part of the product/service and do not earn money per hour on support, every optimization is also worth money. And the time saved in situations where similar requests often come in is enormous.
Especially in support, you write a lot and often similar things, especially over time, when many tickets have already been answered. It’s probably not without reason that many helpdesk providers showcase AI integrations at the top of their websites. For me, in the area of helpdesk/support, it has less to do with hype than with a real increase in efficiency. Of course there are text blocks, but this way the answer is simply even more personalized and still created faster.
You are right, of course, data protection is an important topic, but you could host many things yourself, from LLMs to vector DBs and embedding servers, if this is important to a company - or remove PII from the texts as far as possible.