I had big dreams of creating an IT support contact system using Wave. I imagined users initiating contact and being greeted by a robot which would ask them for

I had big dreams of creating an IT support contact system using Wave. I imagined users initiating contact and being greeted by a robot which would ask them for the basic details. Based on this information they would be picked up by the appropriate support team member who would seamlessly take over the conversation. I could foresee that continuous improvement of the robot to include logic to deal with common problems and questions would, over time, eat away at the number of support tickets which were mundane "easy fixes". Then Wave "died" and I took a new job where dealing with helpdesk ticketing systems wasn't a pressing concern any more.