[epicide]

I don't think it's a high risk for their reputation, though. Compared to other forms of support, it is still better.

I'd rather talk to a chatbot than:

- the same (or worse) bot over a phone

- someone who only vaguely speaks my language

- nothing/nobody at all

- someone who speaks my language but spends 10 minutes and 30 "thank you"s to tell me they can't accomplish what I need

The only form that wins out is a living person who is well-trained and speaks my language well. Most companies already won't provide that.

[michaelt]

Personally, if a company can't provide support where you speak to a human, I'd prefer that they be honest about that - rather than having my hopes raised then dashed and my time wasted by a chat/phone/e-mail contact that doesn't go to a human.

[tyingq]

I worked on some IVR implementations some time ago. Quite a few would interpret and understand swearing, and route you to a human via a priority call queue. Similar for multiple button presses of the zero key.