I think the author overestimates the technical level of most requests fielded by call centre agents. They also underestimate the potential a well-designed chatb

I think the author overestimates the technical level of most requests fielded by call centre agents. They also underestimate the potential a well-designed chatbot could have given recent technology developments. Speaking with colleagues in private banking call centres (wealthy clients who you'd assume are more clued up). Many calls are basically comfort calls, holding their hand while they login into the bank account, they complete all the steps themselves with no input other than reassuring comments like "yes". Some probably see it as making sure the bank is liable if they "break something".