[Rjevski]

The issue with customer service is that a lot of companies end up with awful CS because 1) they outsource it to braindead monkeys who hate their job and are paid pennies and 2) there is no way for someone to complete their task without talking to CS (no documentation, etc).

So instead of pouring endless money into chatbots, allow people to do whatever they wanted without involving CS. Provide good, up to date and easy to find documentation and a web interface if the task needs data entry (porting your number, changing your billing details, etc). This will reduce the load on your CS which means you can now bring this back in-house and no longer rely on an outsourced disgruntled workforce.