[exitb]

Most support agents lack... well, agency. If you connect a chatbot to an FAQ, that's exactly what you get. Just another instance of enterprise software being badly designed, badly written etc. It doesn't mean that it's actually an impossible problem.

[Madmallard]

They won't ever give agents the ability to actually do things for customers that can impact the company in some kind of negative fashion. At least not willingly.

That's sort of the whole point of talking to customer service though. Getting something done that you want that involves them having to do work for you. AKA you taking value from the company.

So yeah they're basically always going to be useless garbage if put together according to business requirements.

Other services should just be automated already.

[exitb]

They'll do the same thing we do in software development - proper sandboxing, context curation, reviews on high impact actions. I presume real customer service is really expensive, as I've seen many companies prefer to just quickly refund, or drop you as a customer entirely, rather than fix your problem. It can't get much worse than that.