[seagullriffic]

In my experience they're useless because they're trained / limited to the FAQ and website you've already read to try to resolve your issue. The same with calling a helpline. Yes, I'm aware I can check your website for common questions. I'm calling you and need to speak to a human because the answer isn't there.

[smeej]

Please just understand you are part of the <2% of customers who have done your own legwork.

The overwhelming majority of people are calling in about something in the FAQ because they can't be arsed to do their own search.

The first layer of support at larger companies is usually restricted by their software from sending you anything but a pre-written response, just because you're such a rarity.

[ozim]

To add to that ...

I want to call a human even if my question seems dumb for them and have it taken care of, because I don't even know if I get that one answer there might be 10 other questions hiding behind the corner.

[theonlybutlet]

A good chatbot could probably address it just as well as a human going through the motions trying to achieve target.

[marcosdumay]

As soon as somebody creates a good chatbot, we can start deploying it then.

[JohnFen]

> Please just understand you are part of the <2% of customers who have done your own legwork.

I understand this, but it changes nothing. Bad customer service is bad customer service.