I disagree. As companies put more trust in bots, they will allow them to take more actionable tasks on behalf of the customer. Sometimes this is to create a ticket for a human, but the triage is super helpful since the vast majority of requests, albeit seemingly complex to the customer, have easy actionable fixes. I’d rather deal with a super smart always available bot that doesn’t miss what I am saying than a human who can misinterpret and complicate the situation.