This is already a thing at JetBlue - they rolled out a chat widget on their website recently and it has reduced the number of incoming phone support requests. T

This is already a thing at JetBlue - they rolled out a chat widget on their website recently and it has reduced the number of incoming phone support requests. Their customer service reps working chat love it because they can help more customers in the same period of time. Even better is that if the rep still needs to talk with the customer over the phone to address an issue.. they can! The agent can just call the customer to address that 5-10% use case. I don't foresee them getting rid of phone altogether.. _that_ seems rosey. But I certainly see a 95% chat / SMS future with voice only as strictly needed.