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A comment on Chatbots: Still dumb after all these years. Parent comment

Re:Chatbots: Still dumb after all these years by annexrichmond on Thursday January 06, 2022 @03:12PM (#29829323)
> the calls handled (entirely) by the virtual agents get better average cust sat metrics than human agents on the same set of calls

does that take into account that the virtual agents are immediately available and human agents usually require a waiting room?

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Re:Chatbots: Still dumb after all these years by shrdlu2 on Thursday January 06, 2022 @03:21PM (#29829467)
I'm sure that is some of it. I'd certainly be happier having my problem solved in 30 seconds rather than waiting in a queue for even 5 minutes.
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