[pydry]

Of the companies that I've worked with that made significant use of call centres they generally fall into three groups:

* Customer wants the human touch

* The company's systems were broken and the customer wouldnt have called at all if they could quickly and easily do what they wanted online.

* Customers are routinely furious and want to complain and/or understand and the company wants to brush them off.

AI doesnt help the first two, it only helps with deflection (what they call the last one).