True. But I also wouldn’t be as optimistic.

My first exposure with this is during my call centre days pre pandemic. Companies are increasingly trying to find ways replacing agents with chatbots, most notably, in my case at least, China. The cases from China I dealt with usually starts with them requesting a human agent.

I guess probably because chatbots sux.

But the cost savings are just too enticing, and I do think that the push for chatbots will continue, even if it means service quality decline. Customers will be screwed.