> Customer support team of 10 is replaced with chatbot and 2 people. My experience, having grown up when all customer service reps were people, is exactly what

> Customer support team of 10 is replaced with chatbot and 2 people. My experience, having grown up when all customer service reps were people, is exactly what I stated above: this is just giving up on customer service. Anyone who has ever called automated support knows this. When you reduce 10 people to 2 people and some chatbots now you simply have to wait 5x as long for customer support. I worked at startup a few years back that refused to scale customer support so they could be forced to "automate" the process. The result? Customers got completely screwed over, but those customers weren't investors so who cares. I can't recall a single time in my life were automated customer support solved my problem, it just kept me busy so that the 5x wait doesn't seem as long since I'm trying to navigate the labyrinth of a customer support decision tree to get my problem solved.