> that for many users it's about being the human connection of being listened to that is important That may be a very small percentage of all users. What users

> that for many users it's about being the human connection of being listened to that is important That may be a very small percentage of all users. What users seek is quick answer to the queries and resolution to the problem and then going back to their own life. Everyone hates waiting for an agent and call being on hold. Most hate rude or clueless staff. People hated bots because they were slow and stupid. But I prefer doing all banking on app/site than talking to some human on bank. For info I would prefer to sift DuckDuckGo/Internet for 30-120 min before giving up and finding someone to talk to. So, if an agent can solve my query faster and better than human, I'll prefer bot.