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.

Because like 95% of peoples questions can be resolved by looking at keywords and giving predetermined responses or providing a path to a person who can help. Like this query should have sent the person to a support line with the ability to change tickets, but if the person wanted a refund that might be a different support staff. They work really well if they are used to answer 100% factual queries or like a fancy operator to connect the customer to a person.

You just need it to resolve, redirect or shortcut to a general help line quickly. Its when they get too fancy with the bots that problems occur.