Chat interface is used to talk to people. If you talk to a machine, there is no point to mimic human behaviour, especially when current iterations of AI can't reason. There should be a better way to do this.
Like 90% of the time I want to chat to customer rep, because I want to let them now there were missing items in the delivery and I want re-delivery or refund. That could be a simple expert system with a few buttons. But businesses want to discourage people from returning anything, so they are building those time wasting widgets hoping a % of people give up.
Like if my time costs £200 per hour and the wrong delivery was worth £50, I am not going to spend more than 15 minutes on this, unless it is critical to the business.
This has nothing to do with helping customers, but to save money.
I responded to a sibling comment of yours about the chat aspect (TL;DR: our key objective is very far from human customer support - more similar to "chat with your codebase" if you use e.g. Cursor IDE).
But I think you do bring an interesting point, that chat interface is just one type of way to talk to computers, and in some sense it's the "laziest" way, since it's what we use to talk to people now.
The Textarea is actually an example of another non-chat way to "talk" to the AI intelligence. I do think we'll see a lot more being discovered by the community over the next 2 years (and we'll build those into CopilotKit, of course)
Chat interface is used to talk to people. If you talk to a machine, there is no point to mimic human behaviour, especially when current iterations of AI can't reason. There should be a better way to do this.
Like 90% of the time I want to chat to customer rep, because I want to let them now there were missing items in the delivery and I want re-delivery or refund. That could be a simple expert system with a few buttons. But businesses want to discourage people from returning anything, so they are building those time wasting widgets hoping a % of people give up.
Like if my time costs £200 per hour and the wrong delivery was worth £50, I am not going to spend more than 15 minutes on this, unless it is critical to the business.
This has nothing to do with helping customers, but to save money.