I agree bots are helpful for quick straightforward issues but they can fall short when things get more complex or when language understanding isn’t quite right. Yeah it’s true that many people give up after a frustrating first experience but bots work best when paired with human support for those tougher situations. I think bots should handle the basics efficiently then smoothly hand over to a real person when needed that can make customer service faster and less frustrating overall.
On that I think I agree with you, Bots work beat when paired with human. Sometimes it takes time for human to respond due to many customers to attend to and too much customers on the queue to attend to, this is where the help of bot comes in, they can easily attend to some people and even solve their problems if it not that complex.
Though humans remain the best, they understand you more better, and there answers are not even complex, they try to break it down to you in your own understanding. Both are still very important and plays a huge role in making customer service better.