The point though is to look at why the customer service is needed in the first place. The ultimate user experience is one that never requires the user to seek a

The point though is to look at why the customer service is needed in the first place. The ultimate user experience is one that never requires the user to seek any support or assistance of any kind. Having human-driven help is of course important while seeking that goal, but as we get closer to it, the need for humans becomes less and less.