[jacobr1]

Right, most T1 support is using a template or script anyway. If I was building a better chat-support system, I'd create some sort of score that predicted the likelihood a generated answer was relevant to the question asked. If the score was low enough, present the question to a human instead. The redirection to a human could even be transparent to the user. And once the human answered the question, they wouldn't need to update a knowledgebase or a template, it could just be learned by the system. This could enable a lot of efficiency, and I don't think it would hurt the level of support a user is receiving, even if only because the current human-based support is so often just the human choosing which canned-response to use anyway. Replacing T2 or T3 support is not imminent.

[candiodari]

Why would a human that isn't related to the business but working from a script perform better than an algorithm?

Serious question. If you had a line to the CEO, or someone with actual power in the organisation, then sure I understand why connecting callers there would help. Any business that does that?

Because of this reason I actually prefer (voice) chat bots over actual people. It's clear you're working against a script and you don't feel bad dealing with them.