I taught customer service / software engineers to process tickets from the singular queue and eliminated routing. Worked surprisingly well. I have yet to see

I taught customer service / software engineers to process tickets from the singular queue and eliminated routing. Worked surprisingly well. I have yet to see a chatbot in a customer service function that isn't strictly worse than a button. Usually, the button is "request refund / return" for whatever reason. It's like captcha stuff, web site owner is too dumb (no offense) to figure out how to handle spam so they offload that task onto the customer.