I wonder if this is really a step down from the templatized and scripted answers that real humans have been providing over email or chat for a long time. Custom

I wonder if this is really a step down from the templatized and scripted answers that real humans have been providing over email or chat for a long time. Customer service has, in general, been terrible across many companies and business domains. If companies are prioritizing cost over service quality, as they have been doing all along (except for a few), such articles alone won't help.