I used to work in a call center for a major cellular phone company. Even though 90% of our business was outsourced to India, the incoming call volume was overwhelming.
Of course, NOBODY calls their cell phone company to say how pleased they are with the service. Nope. When they call, there's a problem.
They're already frustrated. Then they're put in a holding queue. At peak times, the wait could be 20, 30, 40 minutes, or more.
By the time they speak with a real person, they're steamed!
But with chatbots, they get a response instantly. Bots can gather info, answer routine questions, and other tasks. If the situation needs a live person, chatbots can connect them.
And bots can connect the customer with the right person to address their needs.