That's what I said. It isn't solving every problem. But a lot of times it's directing. I feel like people forget the days of 3 connecting calls before getting an answer. Having to explain at each point the problem before taking to a new person.

A good system directs to who can help. Unless the question is where can I find x on your site or what time is this place open. A lot of good systems seem like exactly that. "Hello how can I help you? Blah blah blah. Oh, that is taken care of by this department. Let me get someone in that dept for you so you can get this resolved as quickly as possible."

The system on our site has a greater than 80 percent ticket closing rate because most questions are things like how long does it usually take to ship an item. How do I change my email etc.