L1 support is mainly for filtering out PEBKAC cases. Using chatbots as a force multiplier makes total sense. 1 outsourced agent can now handle Xx more cases, by

L1 support is mainly for filtering out PEBKAC cases. Using chatbots as a force multiplier makes total sense. 1 outsourced agent can now handle Xx more cases, by monitoring chatbot flows and intervening/escalating where necessary.