Often times, it really means you hire less since there's less support load. E.g. we have a customer which support requests are more than 90% frequently asked qu

Often times, it really means you hire less since there's less support load. E.g. we have a customer which support requests are more than 90% frequently asked questions. Adding a bot to their Facebook page decreased their support load from full time to at most 1h a day. :) But as you mentioned, when using a bot, the goal should be customer happiness, not cutting costs.