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.
Some customers who have problems with deposit or withdrawal complaints or other problems related to the game will not be satisfied with the Bot. If questions are related to operations there are terms and conditions Bot can be very helpful.
Customers of the gambling platform also rate the service from fast and satisfying support as one of the reasons customers continue to play at the casino. So if you have good human resources for service, it is better to use humans.