If I need help from customer service 95% of the time I need a human.
which means the bots become a waste of time as I have to wade through the bullshit to get a real person to fix the issue.
So In general they cost me time.
I see it the same way. The system is unfortunately often set up in a way so that you can't avoid them. A few weeks ago I needed to speak with the support personnel of a popular crypto service. They have e-mail support but also live chat. Since the latter is faster, I contacted them via the chat. You can't speak to a human until you tell the bot what your issue is about and receive at least one automated reply. If the feedback to that reply is negative, the bot offers to connect you to a real person. In my case, the bot couldn't solve my inquiry. So it's exactly as you said. I wasted a few minutes getting generic information that wasn't at all related to my case.
Surely we know what that is, an attempt to narrow complaints and responses down since like you said, you got generic responses which also resolves generic questions as, this would in turn give the support team and ample space to respond to unique cases that needs human intervention. I’m not displeased with the bot process you have to take to get to a live human support but, I do hope it comes faster and not have to under go repetitions to it.
I click the bolded spot and they call in a few minutes time.
I have seen something similar on an exchange, although you don’t get to receive the call if you are clicking, it’s the person at the other end presume to have delayed on trade and vice versa. I really do think very big platform out there should have this, it helps for quick issue resolution and it’s a more prefer method though, network congestion could lead to some wait time.