Personally, I hate talking to random humans (I have friends, if I want to talk to someone). The only reason I ever do so, in the case bots are intended to serve, is if the company's website can't do what I want. Give me a good website that provides all of the stuff I might need to do when interacting with your company, and I will never ever ask to speak to a human.
I've always felt like bots for use in customer service were trying to solve a problem by adding more problems. So, now, not only is someone talking at your company because they have a problem that couldn't easily be solved by your web presence, now you're making them navigate an uncanny valley of dumb questions and answers...following the same old support script only now with even less intelligence and autonomy on the part of the company rep.
I chatted with a Verizon representative the other day, only because their website does not support discontinuation of service to a device. I tried calling and got a long wait and when a "How can I help you?" message popped up I gave it a shot. Worked well, got my problem solved very quickly, not a huge fan though.
I've always felt like bots for use in customer service were trying to solve a problem by adding more problems. So, now, not only is someone talking at your company because they have a problem that couldn't easily be solved by your web presence, now you're making them navigate an uncanny valley of dumb questions and answers...following the same old support script only now with even less intelligence and autonomy on the part of the company rep.