The vast majority of CS contacts don't require action, and are not through a chat bot. You don't even need to automate all the steps, an IA is perfectly capabl

The vast majority of CS contacts don't require action, and are not through a chat bot. You don't even need to automate all the steps, an IA is perfectly capable of fetching the customer data, delivery info etc and write a decent reply, then a human agent can discard it, improve it or send it as written.