[newscracker]

It's disturbing that many companies don't have humans to respond soon enough or don't have humans to reach out to at all. Machines can learn and get better at analyzing and classifying information, but it'll be a long time before a machine can pick up the phone to answer a customer's call with a proper conversation (with understanding and decisions based on arguments) or truly read and understand an email conversation back and forth and understand the entire context and allow for exceptions and more "appropriate" decisions like humans could (depending on the situation and the background).

[CamelCaseName]

Why is it disturbing? Many products bring in very little revenue per user. It's unfair to require a support system when the expense can easily far outweigh the revenue, especially when answers are often easy to find online.