So many of our calls were informational with a predictable/scriptable answer set. 90% may be high, but I know 80% of the calls would have been squashed by an AI bot.

There's definitely a ton of care that you have to put into creating it aside from just retrieval, like control flow, but the state of our outsourced CS was really, really bad. 5 minute wait times just to get connected to someone that mispronounced our company name and mostly told people to call us in the morning. The costs were absurd for the quality of service we got and they ended up making customers angry.