First level support already often feels like talking to a bot. Just low-paid employees reciting their scripts, with no understanding or autonomy. That can be re

First level support already often feels like talking to a bot. Just low-paid employees reciting their scripts, with no understanding or autonomy. That can be replaced with bots without a drop in (average) quality. You just have to teach the bot to escalate to (human) second and third level support for questions it can't solve.