I had an experience recently where the chatbot gathered details about my problem, but then referred me to a knowledgebase article. I just replied "human" and it

I had an experience recently where the chatbot gathered details about my problem, but then referred me to a knowledgebase article. I just replied "human" and it connected me with a human, but the AI must have given them a detailed summary, because they joined the chat, said "I understand the issue, let me see what I can do," and then two minutes later, said "I went ahead and fixed that for you on the backend." One way to look at that anecdote is "the AI failed." Another way is "the AI made the human agent about 100% more efficient." I'm pretty sure CS agents don't love gathering basic info.