alt Hacker News> And you don't think that this won't improve with better bots?
Actually, now that I think about it, yeah.
The whole purpose of the bots is to deflect you from talking to a human. For instance: Amazon's chatbot. It's gotten "better": now when I need assistance, it tries three times to deflect me from a person after it's already agreed to connect me to one.
Anything they'll allow the bot to do can probably can be done better by a customer facing webpage.
Maybe for you, but not for most people. Most people have problems that are answered online, but knowledge sites are hard to navigate, and they can't solve their own problems.
A high quality bot to guide people through their poorly worded questions will be hugely helpful for a lot of people. AI is quickly getting to the point that a very high quality experience is possible.
The premise is also that the bots are what enable the people to exist. The status quo is no interactive customer service at all.