Fast, cheap, good. Pick 2 at best, from the current state of things at least. The article's case can easily be attributed to some managerial decision, a classic

Fast, cheap, good. Pick 2 at best, from the current state of things at least. The article's case can easily be attributed to some managerial decision, a classic run to the cheapest option disregarding answer quality and customers, hard to label it as anything but shortsighted, or maybe an indication of things to come in some sectors. What's going to happen when those you outsource to, outsource their tasks themselves? Helpdesks and other positions that have been relegated to the cheapest labor cost countries are going to be shaken up and they won't last as middlemen with mandating companies rolling their own systems. And those that rely on inaccurate chatbots might get a worse reputation than those that don't at all, the issue is just finding out before giving any money.