> They never have any idea about what is going on, and add excessive delay getting to someone who can actually look at and override or fix whatever broken thing in their system is causing the problem.
This is by design and replaces arguing with their clueless first level support staff who could be solving easy problems. I'm not saying it's right, just that it's intentional and likely cheaper.
I don't actually mind the chat bots which are smart enough to successfully redirect the simple stuff to the appropriate KB's, and escalate to a human being (even if on chat) when they have run the gauntlet. These are rare, and almost certainly require a well-oiled machine to get right. Total junk without a huge KB, which is well maintained and indexed.
This is by design and replaces arguing with their clueless first level support staff who could be solving easy problems. I'm not saying it's right, just that it's intentional and likely cheaper.
I don't actually mind the chat bots which are smart enough to successfully redirect the simple stuff to the appropriate KB's, and escalate to a human being (even if on chat) when they have run the gauntlet. These are rare, and almost certainly require a well-oiled machine to get right. Total junk without a huge KB, which is well maintained and indexed.