We are getting there. It's going to take a while, but it will happen. There already are many services where you first speak to an AI bot who analyzes your questions and offers answers based on documentation in the site's FAQ, T&Cs, and other sources. Only if they can't solve your problem or you are not satisfied with the support, you can ask to be connected to a human agent who will handle your inquires.
True. Those bots are almost always a pain to deal with though since many of them don't easily connect customers with support agents and this is an area where many sites need to improve in.
I appreciate the addition of bots, but I do not appreciate the cons associated with them and many others would concur. It's a double edged sword basically.
I don’t think the bots are of any help to be honest. I prefer to directly speak to a live agent (either while chatting or on the phone) as the bot will not be able to help me. It frustates me that you need to jump through multiple hoops sometimes before you can speak to a live person.