This replacement has already happened. Everyone who can has long since replaced their phone support with a set of menus that end in "use the website". When you

This replacement has already happened. Everyone who can has long since replaced their phone support with a set of menus that end in "use the website". When you need to talk to the human you still need to talk to the human. >One can argue this is a positive, as a customer if I can push a few buttons and issue a voice command to an AI to fix my problem instead of waiting on hold, that is a net positive. If you could do it through the website then you would be much happier than having to argue with a chatbot. And if you can't do it through the website, there aren't going to let a robot do it on your behalf.