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.
I think you summed it up perfectly bots can definitely help ease the load especially when queues are long. They’re great for handling simpler issues quickly which keeps things moving. But humans are still essential for those more nuanced situations where empathy and deeper understanding are needed that makes whole experience smoother and less frustrating for everyone.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.
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